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Thought Leadership Articles

Top 5 Things Sales Professionals Want in a Sales Academy

Sales professionals have an ever-expanding array of digital tools at hand. However, these digital solutions are not helping to the extent many expected. In...

The Right Diagnosis is Crucial for Marketing and CX Improvement

A B2B software client was facing declining quarter-over-quarter sales. Their answer was to hire two additional sales reps. Unfortunately, the new reps were expensive...

Combating the ‘Amazon Effect’ to Close the Gap Between Customer Experiences and Expectations

The AMAZING is now the EXPECTED The age of the ‘expectation economy’ has turned what was once the amazing or unusual, into the expected. Can...

Brand Loyalty is About Engagement, Conversion and Retention. Not Points

During the Mad Men-era of advertising in the 1960s, there was a significant creative revolution that changed how products and services would forever be...

Think Tank Discussions

The paradox of customer experience: human interfaces versus artificial intelligence (AI)

November 5, 2018 Let's talk about one of the most important paradoxes in customer experience: the “Human Element.” Why is it a paradox? Well, it’s because it seems to be simultaneously the easiest part to understand, the easiest part to execute properl...

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