Customer Engagement Archives

Customer Strategy

Check Your Priorities—Are You Really Putting the Customer First?

Judith Aquino - August 27, 2019

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How to align the right CX goals in your sights.

Customer Engagement

Research: The Future of Customer Service is an Adaptive Workforce

Alexandra Scicchitano - August 14, 2019

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Key findings from Incite Group's State of Customer Service 2020.

Customer Acquisition

How to Tell If Your B2B Website Is Customer-Centric

Judith Aquino - July 12, 2019

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Hint: Show, don't tell.

Customer Engagement

Take a Smart Seasonal Approach to Health Insurance Open Enrollment

Clay Heinz - July 8, 2019

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Four ways to exceed open enrollment performance goals.

Customer Acquisition

Contact Center Leaders: Look Back to Look Forward

Judith Aquino - July 2, 2019

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Industry leaders at CCW reflect on rapid changes in the contact center.

Customer Engagement

Make Your Channel Experiences Harmonious

Tim Keefe - June 17, 2019

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Channel orchestration leverages customer preferences in different channels while driving down costs and improving CX quality.

Customer Acquisition

Allbirds Co-Founder Dishes on Direct Customer Relationships

Dylan Haviland - June 10, 2019

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The shoe company’s eco-friendly and innovative D2C approach has pushed its brand value to more than $1 billion.

Customer Acquisition

Preparing Tomorrow’s CX Workforce

Judith Aquino - April 22, 2019

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A look back—and ahead—at trends driving customer experiences of the future.

Customer Acquisition

Seen and Heard: National Retail Federation Big Show 2019

Elizabeth Glagowski - January 16, 2019

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Lessons for retail and others about CX trends, employee and talent issues, and technology as a CX/EX enabler.

Customer Acquisition

Retail’s Hail Mary: Why Retailers are Betting on In-Store Data Insights

Judith Aquino - January 19, 2017

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Following weak holiday season sales, retailers are hopeful that aligning the in-store experience with online shopping will spur a turnaround.