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Pros and Cons of Implementing a CX Chatbot

Customer service leaders know that 2020’s CX strategy should be different from 2019’s—businesses need to evolve and modernize...


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Tags: Customer Experience, Chatbots, AI Chat Support,

CX metrics – Which ones tell a more meaningful story?

A common debate at many companies is “what are the right customer experience (CX) metrics?” If you do some simple research,...


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Tags: Customer Experience, customer journey, net promoter score,

Spotlight: Top Analyst Firm Hails CSS Corp’s Resilience & Cheer Framework

The alarm clock buzzes. It's 8.30 AM in Manila, Philippines, and Samantha wakes up to another day of work.  She rustles up a...


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Tags: Customer Experience, Digital Transformation, Employee Experience,

Social Customer Service: 3 Strategies from a Marketer

Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed...


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Tags: Marketing, Customer Experience, Guest Blog,

How do you say ‘thank you’ to your customers?

Do you say ‘thank you’ to your customers? If so, how often? If not, have you considered the power of appreciation? Whether...


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Tags: Customer Experience, Guest Blog

EX and CX - Better Together

The Intersection of Employee and Customer Experience 

I just read Stacia Garr’s research on the 4 Levers of Employee...


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Tags: Customer Experience, Guest Blog, Employee Experience,

New Research: The ROI of Customer Experience

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between...


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Tags: Customer Experience, ROI, Guest Blog,

Cloud Wars & Mobile Accords - Trends that could impact CRM in 2020

The CRM software market size is expected to reach USD 80 billion by 2025, and the battles to claim a stake have already begun....


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Tags: Customer Experience, Digital Transformation, AI-driven automation,

How Advanced analytics-driven PLM can help you achieve more business value

What do P&G, Jaguar, Land Rover, Unilever, Johnson & Johnson, or Rolls Royce have in common? Yes, they are all leading product...


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Tags: Customer Experience, sustainable growth, product lifecycle management,

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