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Blog: CX Strategy & Digital Consulting

Recent Posts

The Direct Relationship between Stock Price and Customer Experience

  Customer sentiment and the customer experience directly affect stock price. Just look at this infographic from Derwent Capital Markets (DCM Capital), who used a social media sentiment...

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Tuning In to Customer Experience Technology

Customers share a great deal about themselves through their multichannel interactions. Between social media posts, recorded contact center exchanges, email, text, and other types of communications,...

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Using Big Data to Attract and Retain the Digital Banking Customer

Financial services customers are using digital communication channels more and more. Today, they transact across the web, mobile, social, and other self-serve channels. As they interact with...

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Scoring with Customer Experience Customization

Growing up playing football, or soccer as it’s commonly referred to in North America, it was essential to look the part on the pitch. We wanted to wear the same cleats that football legends...

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All Customers Want for Christmas – Make it Easy for Them to Find What They Need

Many retailers are looking ahead to the approaching holiday season with a mix of hope and concern. Although sales for the holiday shopping season are expected to rise 3.5 percent to 4 percent,...

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The Five Critical Elements of a Social Recruitment Strategy

Social media is ingrained in our lives. It is not one particular brand-named website, like Facebook or Twitter, but rather a concept. With social media, we all have a voice. It’s because of...

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You're Invited to Crowdsource the Future of Hospitals

For over 100 years, the hospital has been the core of our healthcare system, and a pillar of every community - the central hub where people enter and leave this world, and where scientific...

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Addressing CSOs’ Biggest Challenges

Increasing sales is a priority for organizations. However, in a competitive environment that has many business leaders deciphering customers’ changing needs while being more cautious and...

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Six Steps to Achieve NPS® Success

Delivering an optimal customer experience has long been a priority for forward-thinking companies, becoming even more important in today’s connected and social world. But, even the best...

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Getting Out of the Weeds: A Strategic New Approach to Increasing Sales

Chief sales officers, like fighter pilots, understand the strategic importance of navigating the OODA (observe, orient, decide, and act) loop; they also know all too well that it is becoming...

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