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Latest insights
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.
Cloud & IT LifecycleFinancial Services & FintechHow RPA can benefit financial services firms
Robotic process automation (RPA) has the potential to save the financial services industry money — but only when it’s done right. Learn how RPA creates value for fintech and financial services companies and discover tips for a successful implementation.
Customer ExperienceIt's a trap! Don't fall for these five customer service cost-cutting pitfalls
Cost-cutting can be a short-sighted way of dealing with long-term problems. When you’re in the business of delighting customers, make sure you’re not falling into traps that can damage your overall customer experience. Here are five key tripwires to watch out for.
Digital ExperienceBreaking the mold with customer experience innovation labs
Innovation labs are being adopted by companies across industries, and for good reason. Learn how this formal approach to exploring the new, the next and the never been done before can set your business apart from the rest.
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