Articles
Channel: Customer Experience
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Dear Business Leaders: Stop Treating People as Data
Digital innovation hasn’t changed the need for a business to relate to people as people.
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Platinum Equity Acquires Centerfield, LogMeIn Launches Marketplace, More News
eZ Systems acquires ecommerce software from Silver.solution, Platinum Equity acquires Centerfield, LogMeIn launches GoTo Marketplace and more CX news.
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Data for the Sake of Data Is Useless: Rethink Your VoC Approach
Marketers must expand beyond a quick check-box survey to truly understand how their customers feel.
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Customer Trust: Are We Experiencing an Existential Crisis?
'Trust is a key element in the overall customer experience. Brands that cannot provide a high level of trust cannot provide a high level of CX.'
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The CCPA Provides an Opportunity for Competitive Gains in Customer Experience
The CCPA provides an opportunity to differentiate your business in one of the key drivers of loyalty: trust.
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200-Plus Companies Unite Against CRM, Adobe WCM Goes Cloud Native, More News
More than 200 companies sign a "declaration" against CRM, Adobe updates AEM for Cloud Native Deployment, Elastic Path acquires Moltin, and more CX news.
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Designing for Every Stage of the Customer Journey
Design plays a dynamic role throughout the customer journey. By adapting your approach to design to different stages, you can enrich the customer experience.
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Where Voice Experiences Fit in Customer Service
Companies looking to provide better CX are turning to voice solutions to offer quicker and better service customers call a contact center.
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The Chief Insights Officer: It’s About Way More Than Data
Data only gets you so far, especially if it's seen as a proxy for customer understanding. Building customer empathy is the way to win today.
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Building Knowledge-First Organizations With Cognitive Search
Knowledge is one of your company's most important assets. The problem is, companies aren’t getting as much value as they should from their knowledge & data.
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Why Does so Much Software Suck?
We have too much software and too many features and we’re racing ahead embracing smart speakers, the internet of things and AI.
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Dun & Bradstreet Buys Orb Intelligence, Adobe DX Business Gets New Leader, More News
BlueConic announced latest funding round, Forrester stalwart moves to Oracle, Qualtrics releases Frontline Feedback and more DX news.
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Breathe New Life Into Your B2B Customer Experiences
B2B customer experience has been playing catch up to B2C CX for years. So what separates the laggards from the leaders?
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What Does it Take to Lose a Customer?
Customers are willing to give a company a second chance following a poor experience, but they’ll rarely give it a third.
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