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Blog: Digital Transformation

Recent Posts

5 Trends That Are Transforming the CX Landscape

Efforts to understand and improve the customer experience have evolved from a niche strategy into a key differentiator for companies worldwide. Companies are making strides in analyzing the...

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Customer Experience Leaders Reveal Their Summer Reading Lists

There is no time like the summer to kick back and read a good book on customer experience. My personal favorite this year was Bruce Craven’s Win or Die, an incredibly insightful and fun take...

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5 Ways to Create the Right Retail Experience

Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...

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Improve IVR customer service by modernizing Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-1990s Ford Explorer that endured my...

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8 Digital And Social Trends to Watch in 2019

As we see the pace of disruption and transformation accelerating across all industries, it should come as no surprise that digital interactions and social media would have shifted as well. These...

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CX Leadership Corner: 9 Ways to Effectively Communicate via Digital Presentations

Do you ever need to deliver digital presentations, communicate with senior leaders and colleagues, or pitch to clients online via webinar and video? How do we maintain a connection, project energy,...

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Research Shows Digital Transformation Maturity Across the Enterprise

A recent report, “The State of Digital Transformation,” echoes what business leaders of every stripe are realizing: digital is pervasive. Firms are under pressure to adapt or create new...

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Top 2019 Customer Experience Trends Shaping Customer Service

As we welcome another New Year, the race to deliver exceptional customer experiences is as competitive as ever. Customers are challenging brands to deliver value and convenience that’s...

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Digital Banking Needs a Human Touch

The financial services industry is working hard to digitize customer services. But by focusing more on services that reduce costs rather than improve customer experiences, many banking institutions...

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Video: Authenticity and Emotion on Display

Customer service is evolving, and while brands begin to implement the latest tools in automation and AI, genuine human values never go out of style. Zendesk’s latest event “The Future...

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