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Prep for 2024 with a clear CX strategy. Identify key customer experiences, streamline planning, and check out our practical...
Consistent CX training and development across your organization can rapidly increase customer relations and retention. In this...
Companies are investing heavily in digital transformation, with a Research and Markets report projecting the global market to be...
We all know (don’t we?) that digital customer experience is being driven by the many disruptive forces changing the face of the...
The digital transformation trends that could make all the difference in how your customers experience you. You’re almost...
Align and educate your people around a digital-first, customer-centric approach. Whether it’s new technology, geopolitical...
In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing...
Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer...
When we look at customer experience leaders today, it’s unsurprising there are a number of things they have in common. When...
With Thanksgiving turkey a distant memory - replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in...
There’s little debate on the critical nature of getting digital customer experience right. There isn’t a customer experience...
We spend a lot of time talking about the value of things like customer centricity, transparency and the importance of designing...
According to PwC, more than half of consumers want to shop for healthcare...but their preferred method of doing so doesn’t exist...
What every CIO must know to bridge the customer experience technology gap… A couple of weeks ago, we published a white paper...
Don’t (just) listen to us on this; listen to your customers. As customer experience experts, we look at our client organizations...
Every company is a software company. Customer experience is a well-recognized pivot point that more and more organizations rely...
Why you should care about Millennials (Hint: They’re not just consumers…) Generation Y. Digital Natives. The Net Generation....
The changing role of rebates in the era of the smart customer
A Month of Tweets You May Have Missed What is innovative customer experience? Experiences that make every interaction totally...
What if you were able to know, with near certainty, that your customer would prefer one specific product over another – and that...
Either Mr. Bezos and his team of strategists read our book (did you get the copy we sent you, Jeff?) and/or Bruce Kasanoff and I...
Where might you end up if you set out to deliver an immersive, in-store shopping experience for cross-channel, fashion-obsessed...
Email messages, social media, targeted ads, mobile apps, and SMS all make it possible for companies to stay in contact with...
A few years ago, I wrote Digital Experience: The New Heart Of Customer Engagement that makes the point that digital experience...
Earn Customer Trust It’s difficult enough that companies are losing influence with their digitally-enabled smart customers. Even...
What do we want? Sugar! When do we want it? Now! Earlier this year, Los Angeles-based cupcake bakery Sprinkles launched the...
Touchpoints are increasingly interactive (and smarter). As with the many disruptive technological innovations that came before,...
When a pre-revenue company with about a dozen employees gets a $1 billion Silicon Valley payday, tongues wag. Did Facebook pay...

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