Home Authors Posts by Guest: Don Peppers

Guest: Don Peppers

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Forrester’s 2020 CX Index Report: CX Scores Rise Even During COVID

Customer Acquisition Dylan Haviland -
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Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now...
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How to Move your Digital Transformation Strategy Forward (Hint: It’s not a Crisis Response)

Customer Engagement Judith Aquino -
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Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use...
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How Well Do Brands Use Mobile Messaging and Live Chat?

Customer Engagement Elizabeth Glagowski -
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When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether...
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Rethink the Contact Center of the Future

Customer Loyalty Dylan Haviland -
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The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every...
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5 Strategies to Accelerate Digital Transformation

Digital Engagement Dylan Haviland -
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Rich Text Editor, edit-field-body-und-0-value, Press ALT 0 for help Countless mentions of “digital transformation” gets us no closer to...
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