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Blog: CX Strategy & Digital Consulting

Recent Posts

Digital strategy vs. digital transformation: 3 ways to make both work for your brand

There’s no denying the integral role a strong digital strategy plays in a brand’s success. The thoughtful use of digital technologies can bring great competitive advantages: better...

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Four Steps to Accelerate Revenue Performance

Increasing revenue is a goal for every organization. Although this is a high priority for business leaders, many organizations lack a systematic approach to building the plan to accelerate revenue...

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Digital transformation vs. business transformation: Both are critical to brands’ success

Evolution is key to any brand’s success, especially in a fast-paced world where technology and opportunities are constantly changing. Standing apart from competitors requires continual...

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Banking reimagined: How Citizens Bank plans to stay ahead in a digital landscape

At the start of the COVID-19 pandemic, Citizens Bank—like many companies across different industries—found itself activating digital transformation plans that were still under development. In our...

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Uncovering CX Value – One Drone at a Time

Last Christmas, my son Emerson received his first drone as a gift from his grandparents. He was so excited and couldn’t wait to get out and use it - but unfortunately, despite many attempts,...

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CX Leaders Share Insights into Transforming the Government Customer Experience

At a time when more people than ever are demanding an excellent customer experience (CX) from the private sector, federal agencies are increasingly focused on improving the government customer...

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For Federal Government Agencies, A New CX Mandate

Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...

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How to Bridge the COVID-19 Vaccine Gap with Digital Solutions + Human Expertise

Getting the COVID-19 vaccines to constituents in an organized and efficient manner is essential to a successful vaccine rollout and ending the pandemic. Yet, in most areas of the United States,...

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Top 4 Artificial Intelligence Trends

Customers are expecting easier, better, and faster CX in 2022. And customer service organizations need to meet these needs head on.  The most successful brands will blend Artificial...

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NRF 2021: Trends that Retailers Bet will Outlast the Pandemic

With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has...

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