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Blog: CX Strategy & Digital Consulting

Recent Posts

Unlocking the Genius Within

The world is being bombarded with data. With every click of a mouse, every purchase at a store, and every other interaction, customers are sending crucial information that organizations can...

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Equipping Your In-Store Workforce with Mobile for a Next-Generation Customer Experience

Today’s better connected workforces have added mobile devices to their tool kits. Deploying mobile devices within organizations allows for faster communication across the organization,...

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Benchmarking Drives Operational Improvements to the Contact Center

Most people in the business community are familiar with the adage “You can’t manage what you don’t measure.” But, you also can’t make improvements to customer-facing...

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Harnessing the Power of VOC

Companies continuously collect consumer data from an array of channels to gather insight into the customer experience. From customer complaints to contact center interactions, this internal...

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Three Steps to Closing the Gaps in Sales Performance

No sales organization is perfect, but to succeed, sales teams need the tools to help them close performance gaps and engage with customers.With inadequate knowledge of the organization’s...

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Customer Experience Today and Tomorrow

Research shows that promoters – customers who are most likely to recommend your company – are 5.2 times more likely to make additional purchases from your company. In response,...

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Technology Meets Customer Experience at Dreamforce

Last week, I attended the salesforce.com® user conference Dreamforce. The show has become bigger than just a user conference – it’s become a destination for sales, service, and...

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Three Keys to Bridging Marketing and Sales

Marketing and sales can no longer work effectively in silos. According to Aberdeen Research, companies who are “best-in-class” at aligning marketing and sales have a 20 percent average...

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Forging Healthcare’s Path to Customer Centricity

As millions of consumers flood the market, the lines between traditional insurance and consumer-driven insurance plans will begin to blur.Over time, the number of consumers purchasing healthcare...

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Modern Marketers Take on Big Data

Delivering the right message to the right customer, at the right time, through the right channel is not the future of marketing, it’s today’s reality. Mastering this reality enables...

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