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Latest insights
Digital ExperienceData ethics and the impact on customer service
Discover the growing link between data ethics and excellent customer experience, along with key strategies for building consumer trust.
Customer ExperienceCommunications & MediaThree essential elements for superior telecom customer experience
Learn why great customer service in telecom demands a blend of digital transformation and an engaged corporate culture.
Digital ExperienceIntelligent Self-Service: Help your customers do more with less (effort)
Discover why bundling simple customer-brand interactions with advanced technologies is the wave of the future.
Trust & SafetyTravel & HospitalityDoing it for the ‘Gram: Instagram’s impact on travel and hospitality CX
Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool.
Customer ExperienceGamesFintech’s growing role in online games and player support
Learn how player support is evolving with financial technology.
Digital ExperienceWhy you need a mobile-first strategy
Discover four key trends driving the mobilization of the customer experience.
Digital ExperienceAre we experiencing an ‘infobesity’ epidemic?
Discover six ways to optimize data in the contact center—and avoid information overload.
Customer ExperienceTravel & HospitalityHow IHG takes hospitality to new heights
From pale ale to world-class hospitality, learn how a popular UK brewery came to be a world-leading hotel company.
Customer ExperienceHow to optimize your customer win-back strategy
Discover best practices for resolving complaints and winning back customers.
Cloud & IT LifecycleFinancial Services & FintechDigital transformation technologies for banking pioneers
Discover four technologies leading the digital enablement of the financial services industry.
People & CultureHow to tap into the strengths of a culturally diverse customer service team
Discover customer experience (CX) best practices for supporting and encouraging cultural diversity in customer care.
Digital ExperienceWhat is DX? And other digital customer experience terms defined
AI, RPA, VA, IoT — the list of acronyms defining the digital customer experience is never-ending. Here are the DX terms you need to know.
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