Latest Articles
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Building Blocks for Voice of the Customer 3.0
Brands can no longer rely on surveys alone to understand customers. As the digital landscape changes, companies must adapt to preserve voice of the customer.
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Twitter's Frankenstein Moment
The company has finally proven its business relevance, but at the cost of frustrated employees, an executive exodus and an unstable share price.
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Retention Cloud Provider CleverTap Acquires Leanplum
For digital companies worldwide, a new united entity will greatly increase user engagement and retention potential.
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How to Move Beyond Surveys for a Holistic CX Strategy
Three steps you can follow to move beyond surveys and connect departments for a more holistic view of your CX.
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One Simple Practice Change Could Remove Hybrid Working Stress
Without the use of asynchronous channels of communications (other than email), technical exhaustion will escalate to impact an even larger proportion of staff.
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What's in Your Consumer Data Privacy Closet?
Consumer data privacy is like a large closet that swallows everything. It's time for marketers to make a change.
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How to Hire the Best Customer Experience Talent
If you want to deliver top-notch customer experiences, you need to go right to the source: your employees.
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3 Key Benefits of AI in the Call Center
Does AI make a difference in call centers? Experts say yes. Learn the benefits of AI and why the tech has earned a permanent seat in the industry.
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Microsoft Debuts Viva Goals, Google Revisits Classic Sites Shutdown Timeline, More News
Microsoft puts Ally.io buy to work in Viva, Google pushes back Classic Sites shutdown (again), Miro overhauls its developer platform and more news.
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Tableau Introduces Tableau Cloud, Oracle Updates Oracle Service, More CX News
Tableau unveils publicly shared dashboards, Quantum Metrics offers up more CX data, Pega partners with Celebrus for AI-backed CDP offerings and more news.
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The Speed of Work Today: More, Faster, Now
The dizzying array of communication tools we use in the workplace has led to unprecedented levels of information overload. Is more technology the answer?
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Vimeo Now Makes Videos More Discoverable
Vimeo automatically optimizes movies for search to enhance user and site views.
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Here's What Consumers Hate About Chatbots
Better make the transfer from human to chatbot smooth. You'll lose customers if you don't.
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Can You Have Your Privacy-Personalization Cake and Eat It, Too?
How can brands have their cake (protecting consumer privacy) and eat it too (provide hyper-personalized experiences)?
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Always On, Too Many Meetings: Is This the Future of Hybrid?
There’s no one-stop solution to make flexible hybrid working work. But a good start is to set clear expectations around when we're 'on' and when we're 'off.'
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Audience Journeys from mParticle Aims to Personalize Customer Experience
Marketers may use mParticle's new Journey Builder to create audience sequences that change throughout the lifecycle.
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What Europe’s AI Act Could Mean for Marketers
What could the new AI Act in Europe mean for today's marketers?
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4 Ways the Metaverse Can Enhance the Customer Experience
Savvy companies aren't waiting for the metaverse to go mainstream to establish a presence on the platform. Here's how some brands are already taking advantage.
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6 Tips for Designing a Total Experience
Total experience bridges user, customer and employee experience disciplines into one transformational experience.
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6 Tactics to Make Design Thinking a Success
Design thinking is great in concept, but there must be some planning around the execution.
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