Articles
A look at the issues and challenges that were top of mind for leaders in 2021.
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We came to terms with the pandemic in 2020. In 2021, we responded. How successfully institutions rebuild trust will determine what's next.
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Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes.
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One item should be at the top of every company's to-do list in 2022: employee care.
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The moment you want a customer to come back, and they do, they have, in a sense, renewed their relationship with you.
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We throw around the phrase work-life balance a lot — but how often does the culture of an organization support exactly the opposite?
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Technology and marketing experts recommend the following four ways to eliminate or at least minimize bias in AI.
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Industry change and digital disruption are transforming the nature of competitive advantage. What role can CIOs play?
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Information management professionals have been expending energy in fruitless pursuits for too long now. A look at what's next.
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We made it to December. Let the 2022 tech prophecies begin.
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A thoughtful, dynamic CX strategy is critical to the success of any organization’s CX effort.
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"Beyond Digital" will provide CEOs with the knowledge and (hopefully) the fortitude to drive the transformation needed to ensure a business's longevity.
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All of a company’s CX efforts, from different programs to team building to execution, start with it’s CX strategy.
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Supply chain woes and staffing shortages may be unavoidable but that doesn't mean you can't deliver great customer experience.
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