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Anna Papachristos | September 17, 2014
When it comes to being social, much has changed in recent years, for even when individuals leave the house to interact with other humans, their smartphones are always close at hand. People live and breathe by the dim glow of their device, speaking with only their thumbs, not their voices. However, Budweiser's latest campaign looks to move beyond 'the new normal' in an effort to bridge the gap between our digital and physical worlds. Read more »
Tom Hoffman | September 16, 2014
EE, the British telecommunications company, recently began offering a new service called Priority Answer that allows customers of its pay monthly and SIM-only plans to pay 50 pence ($0.81 USD) to be moved to the top of the queue for customer service calls when call volumes are high. The new service has created a firestorm in social media and other forums among some customers who are upset about having to pay extra to receive faster support. Read more »
Mila D'Antonio | September 15, 2014
Apple's influence is undeniable. In the first 24 hours since announcing the new iPhone 6 last week, the company took 4 million preorders in the first 24 hours. Read more »
Guest Blogger: Harley Manning | September 12, 2014
I love Europe. I especially love the fact that in a very real sense there is no "Europe" as such: the U.K. experience is not the German experience, which is not the French experience, which is not the Italian experience, and so on. Read more »
Judith Aquino | September 11, 2014
Leaving your wallet and credit cards at home is getting easier as competition in mobile commerce intensifies. Apple, Twitter, Facebook and other companies are offering up more ways to make purchases that blur the lines between online and offline payments. Read more »
Anna Papachristos | September 10, 2014
We live in an era where innovation enthusiasts salivate over the prospect of an all-new Apple product. People crave the latest gadgets so strongly that they willingly camp out just so they may be first to own such goods. Yet, while this obsession with technology continues to fuel exploration and drive progress, fewer individuals choose to embrace traditional media with each passing day. Read more »
Tom Hoffman | September 9, 2014
Eastern Air Lines. Jamesway. CompUSA. These are just a handful of brands that have gone out of business or been absorbed by other organizations over the past 25 years. As Pegasystems Founder, CEO, and Chairman Alan Trefler sees it, many more companies around the world will fail over the next few years as a result of what he describes as "customer stress." Read more »
Mila D'Antonio | September 8, 2014
The Home Depot last week confirmed it's investigating "unusual activity" concerning its customer data after an investigative report revealed possible fraudulent activity on the company's payment systems. Read more »
Guest Blogger: Sam Stern | September 5, 2014
Companies that were founded on customer obsession -- like Southwest Airlines, Vanguard, and USAA -- derive significant financial benefits as a result. That's because a customer-obsessed culture helps customer experience professionals deliver high-quality, on-brand, consistent experiences that drive loyalty. Fortunately, even companies that weren't founded on customer obsession can transform their cultures and see big returns on their efforts. For example: Read more »

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