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Thought Leadership Articles

For Real CX Success, Don’t Just Fix Potholes. Create Peak Moments

Where do CX practitioners go to get inspired? Customers, colleagues, peers in other companies, other industries, online communities like CustomerThink—all can share fresh ideas...

4 Tips to Get Value From Contact Center Quality Scores

I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call...

3 Reasons Why AI and Big Data Will Fuel The Customer Experience in 2019...

Across industries, Big Data and Artificial Intelligence (AI) have proven to be powerful tools when it comes to informing companies about their target customers....

Three Attributes of Best-in-Class Customer Listening

Do you have a ‘listening’ culture that’s prevalent across your business not just in a research, marketing or sales functions? According to Confirmit, less than...

Think Tank Discussions

Is it possible to compete with Amazon and win?

For businesses everywhere, this is becoming an increasingly relevant question. Not long ago most business could just ignore Amazon and say to themselves that’s fine for them in retail they are not operating in our industry. Well, times are changing, a...

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