Customer Loyalty 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 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 Acquisition

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

Judith Aquino and Dylan Haviland - June 18, 2019

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

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

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

Customer Transformation Defined in 5 Steps

Guest: Jeanne Bliss - June 23, 2016

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To ensure greater success in their role, CCOs should move through these five competencies.

Customer Acquisition

3 Ways to Get Personalized Mobile Marketing Just Right

Guest: Stephanie Trunzo - June 10, 2016

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These three changes to mobile strategy can help brands generate valuable personalization that meets customers' needs.