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Blog: CX Strategy & Digital Consulting

Recent Posts

Your contact center = your brand. Simple steps to ensure brand resiliency.

What does it take to shut down a contact center? In the age of coronavirus, all it takes is a lackadaisical approach to cleanliness and preparation to impact the way that employees and customers...

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6 Ways to Unlock the Hidden Value of IT in CXaaS Programs

The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with...

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Why CXaaS Matters, and How It’s Good for Your Business

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...

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Consistent CX Builds Customer Loyalty in Uncertain Times

Creating an outstanding customer experience may catch a customer’s attention but unless it’s a consistent experience, it won’t win their loyalty. Especially at a time filled with...

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5 Strategies to Accelerate Digital Transformation

Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that ...

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3 Ways to Revolutionize Customer Service After the Pandemic

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious...

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Effortless Customer Experiences Define the New Digital Age

The 'new-normal' brought on by COVID-19 was led by a digital-first approach to business. Digital transformation accelerated out of necessity to quickly meet unexpected surges in customer...

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How to Manage Call Volumes and Connect Communities in a Crisis Driven World

New technologies combine with traditional contact centers to manage the three crises government agencies must face: COVID-19, record-breaking unemployment filings, and confusion around the CARES...

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How Messaging Improves Call Volume Spikes Now and Creates Better Long-term Experiences

It's not a secret that customers typically call customer support as a last resort but in recent weeks, companies across many industries have reported high increases in call volumes, which...

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3 Ways Healthcare Outsourcing and Smart Messaging Clear Jammed Phone Lines

Hospitals and health systems are at the front line in battling the COVID-19 pandemic. Rapid responses to surging patient call volumes are critical. We’ve identified three urgent issues where...

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