Latest Articles
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Great Brands Respect Their Customers: 3 Rules to Keeping it Authentic
Today’s consumers are spending consciously and increasingly seeking out brands that actively support causes that align with their own personal values.
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Set Goals That Inspire Your Workforce in 2022
How do we set goals that inspire? In part, the answer comes in recognizing who it is we’re leading.
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How Close Are IBM's Quantum Computing Predictions to Reality?
IBM believes quantum computing will become a key feature in some enterprises by next year. Not everyone is convinced. Here's why.
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Will Microsoft Customer Experience Platform Compete in the CX World?
Microsoft debuted the Microsoft Customer Experience Platform in November. How will it compete in the larger CX market?
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What Does It Mean to Manage Knowledge?
Simply storing knowledge isn't managing it. Let's take a look at what managing knowledge really involves.
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Holiday CX Lessons Learned: An Operating Guide for the Future
Holiday seasons always have backorders, bottlenecks and sold-out hot products. Yet 2021 trumped them all. Here's what we learned
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Are UX and CX One and the Same?
Customer experience and user experience are two of the most ubiquitous terms in human-centered design. What's the difference — and does it even matter?
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Why You Shouldn't Communicate With Remote, Onsite and Hybrid Teams as One Group
Effective communications is the glue that enables onsite, hybrid and remote teams to interact and collaborate. Here's why.
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Redesigning the Office, One Virtual Workspace At a Time
Office workplaces aren't the same as virtual workplaces. As hybrid work continues, companies need to reimagine how their employees get work done.
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Fielding Your Customer Survey: Remember the 4 P's
The prep work is done and you are ready for the moment of truth: fielding your customer survey! But before you hit "send," run through these final checkpoints.
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2022: The Year of Holistic Customer Experience
This holistic approach to the customer experience is the next step in building better customer experiences. And those who commit will win.
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Is Your Organization Flexible Enough to Thrive in 2022?
We can’t keep team members engaged by reverting to pre-pandemic workstyles.
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CX Decoded Podcast: Are Customers Truly Connected to Your Brand?
In our latest CX Decoded Podcast, we talk to Mansur Khamitov about the importance of branding, customer connections and important marketing tactics.
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Making the Business Case for Introducing Automation to the Contact Center
Introducing robotic process automation solutions to the contact center can help compress wait times, reduce backlogs and free agents to do their best work.
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What's Top of Mind for Chief Marketing Officers in 2022?
Chief marketing officers share their 2022 priorities, including brand recognition, recruiting new talent and turning data into action.
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With the Hybrid Workplace, a Small Change in the Right Direction Is Better Than No Change at All
A half measure may be an incomplete but positive step in the right direction, demonstrating a desire for progress and a willingness to meet employees halfway.
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The ROI of Investing in Customer Service Training
When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand.
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Companies Are Misusing Net Promoter Scores: Here’s How to Fix That
Despite how revolutionary NPS was when it was introduced, it has some serious limitations when it comes to driving profitable growth.
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What Is Predictive Analytics and How Does it Impact Customer Experience?
Predictive analytics can detect and quantify emotional reactions in the human voice which can be used to predict customer churn, forecast sales and more.
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The Invisible, Immaterial Internet Is Not What It Seems
The internet has a big environmental impact, but its impact is hidden in so many ways.
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