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Latest insights
Customer ExperienceNew digital transformation metrics and CX success KPIs
Digital transformation requires a whole new set of KPIs to track success. Discover which metrics are right for you.
People & CultureHiring the best in customer service
Hiring top customer service talent takes effort, a smart strategy and dedication. Discover four best practices for building a standout team.
Customer ExperienceWhy you should outsource your customer service
Customer service outsourcing has come a very long way since its advent a few decades ago. If you haven’t recently considered outsourcing your brand’s customer care, here are three reasons why it should be top of mind.
Customer ExperienceFrom vendor to trusted partner: The importance of shared values
Trusted partnerships benefit everyone by fostering, collaboration, and enabling companies to offer services and solutions that help their customers live better lives. Discover how when core values are shared, partnerships can thrive over the short and long-term for sustainable success.
Customer ExperienceDo loyalty programs really drive customer loyalty?
From travel, to groceries, to oil changes, there’s a loyalty program for just about everything these days. But, do these programs actually accomplish what their namesake suggests: drive repeat business and secure customer loyalty?
Customer ExperienceSpeaking your language in customer service
Multilingual customer care is key to staying competitive in a global marketplace, but it hasn’t always been easy to deliver. Learn how technology like AI and machine learning can give you an edge.
Digital ExperienceCart abandonment: What to do when customers 'ghost' you
Cart abandonment statistics are high across all industries. Discover some of the best strategies for getting customers to complete their online purchases and save ‘ghosting’ for the dating apps.
Customer ExperienceWhat is customer service vs. customer experience?
People throw the terms “customer service” and “customer experience” around a lot these days, but do you know the key difference? Learn how they differ — and how each impact your business.
People & CultureHow to turn employee feedback into actionable insight
Employee feedback has the ability to reshape both your business and the customer experience. Discover some of the leading ways to elevate your teams’ voices.
Trust & SafetyThree social media trends that will impact your customer experience in 2020
Leading companies know the value of social media for delivering a superior customer experience, but social channels evolve and consumer preferences change. Expect to see these three major trends in 2020.
Digital ExperienceCustomer experience personalization tips that won't frighten your customers
Data is invaluable for creating a personalized experience for your customers. Follow these steps to avoid crossing the line from considerate to creepy.
Customer ExperienceTravel & HospitalityHow Generation Z is changing, and challenging, the future of travel
Learn how to optimize your travel and hospitality brand’s customer experience to appeal to Generation Z.
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