Articles
Channel: Customer Experience
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What DTC Companies Know About Delivering Great Customer Experiences
Digitally native and DTC companies know better than most that delivering consistency and engagement is critical to converting customers.
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Don't Let Your CX Efforts Go Bust Over the Holidays
Even the strongest customer experience program is put to the test during the holiday season. Here are some tips to prepare.
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Sprinklr Acquires Nanigans' Social Tech, Episerver, Terminus Name CEOs, More News
Sprinklr acquires Nanigans' social business, Episerver, Terminus each name CEOs, Amperity CDP releases 'Parallel Environment' and other CX News.
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Want to Excel at Personalization? Be Like Seth
Just because we know a lot about customers doesn’t mean we have to show that we do, or use every data point in every exchange.
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The Customer Experience Hierarchy
The Hierarchy of Customer Experience is one way to illustrate the spectrum of how customers engage with a brand while traversing the customer lifecycle.
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A Unified Customer Experience Needs Unified Data
The customer journey sales funnel has forever been changed by the digital age. Customers no longer interact with brands in a linear way.
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Calculating Customer Value Delivered
Forrester has proposed a simple formula to help enterprises calculate how much value they deliver to customers. A recent shopping experience put it to the test.
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5 Ways Elite Brands Are Setting the New Standard for Customer Experience
In today’s experience economy, putting customers at the center of your business is no longer a competitive differentiator — it’s a requirement.
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Google: From 'Don't Be Evil' to 'Be Evil'
Remember when Google moved ads from the right-hand column to the central column? That was around the point when it gave up on "Don't Be Evil."
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How AI Is Powering the Next Generation of Support Agents
The role of the customer support agent has evolved from simply handling customer inquiries to building customer relationships and growing the business.
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Adobe, Salesforce Release CDPs, Marketo Suffers Outage and More DX News
Adobe, Salesforce release CDPs, Marketo suffers outage, 6sense Partners With Drift, Decibel raises 17 million and more DX News.
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Build Your Customer Experience Strategy Around Customer Communication
Communication is the foundation upon which a superior customer experience is built.
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Design Thinking Starts With Empathy for Customer Needs
At its root, design thinking addresses the critical areas of who, what, how and why. But, it needs to start with the customers' needs.
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Serving Customers on Their Terms: The Benefits of Messaging
Given the popularity of messaging in their daily lives, it's only natural that people want to interact with companies in the same way.
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