Customer Retention Archives

Customer Loyalty

Tell a Story With IoT

Dylan Haviland - November 20, 2019

IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how...

Customer Retention

Driving Change in the Auto Industry at Volkswagen Australia

Judith Aquino - November 4, 2019

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The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world...

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

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

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

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.

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.