Customer Strategy Archives

Customer Engagement

Alexa, What’s the ROI of Voice and Chat Assistants?

Dylan Haviland - October 4, 2019

New research finds that customers increasingly want their voices heard by brands, literally. Capgemini Research Institute’s Smart Talk: How organizations and consumers are...

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 Strategy

Excellent CX Eludes Most Brands

Alexandra Scicchitano - July 29, 2019

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Forrester research reveals a customer experience stalemate.

Customer Strategy

Human Resources Adapts to a Changing CX Workforce

Elizabeth Glagowski - July 22, 2019

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Data and people-centered strategies enable a great contact center environment.

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 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.