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Judith Aquino and Dylan Haviland

Customer Engagement

A First Look at 2020 Retail at NRF’s “Big Show”

Judith Aquino and Dylan Haviland - January 20, 2020

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional...

Customer Acquisition

Forrester CX NYC 2019: How to Break Through Stagnant Customer Experiences

Judith Aquino and Dylan Haviland - June 18, 2019

Our 4 biggest takeaways on how to take your customer experience to the next level.

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

Customer Acquisition Dylan Haviland - July 20, 2020

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now...

How to Move your Digital Transformation Strategy Forward (Hint: It’s not a Crisis Response)

Customer Engagement Judith Aquino - July 16, 2020

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use...

How Well Do Brands Use Mobile Messaging and Live Chat?

Customer Engagement Elizabeth Glagowski - July 6, 2020

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether...

Rethink the Contact Center of the Future

Customer Loyalty Dylan Haviland - July 1, 2020

The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every...

5 Strategies to Accelerate Digital Transformation

Digital Engagement Dylan Haviland - June 8, 2020

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