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Thought Leadership Articles

Connected Listening: 3 Tips to Meet the CX Challenges of Omni-Channel Communication

Nancy Porte -

Are AI-Powered Chatbots Ready for Mainstream Adoption?

Thomas Wieberneit -
Blockchain, hyped as the technology is at the moment, has not only quite some potential but has matured considerably over the past months. Still, after...

7 Essentials for a Customer Service Voice and Style Guide

Jeremy Watkin -
Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design a quality process for the...

3 Tips for Re-Engaging Lost and At-Risk Customers

Ernan Roman -
Findings from recent Voice of Customer (VoC) research we conducted for Fortune and Growth brands indicate a disturbing trend: increasing customer churn. Given the high...

Acquisition Addiction’s Impact on Customer Experience ROI

Lynn Hunsaker -
Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 trillion dollars lost through customers switching...

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Think Tank Discussions

The only way Tesla can hope to win

Dan Toma -
For Tesla to continue its heyday growth it needs to turn the table on the entire industry. By moving away from the car-ownership to car-as-a-service business model.

Customer Experience and Customer Success: What’s the Difference?

Annette Franz -

CRM strategy turns 25 – but has it helped CX?

Vince Jeffs -

Trust: I don’t think Wells Fargo gets it yet

Jim Tincher -

Don’t Waste Your Money on Empathy Training

Jim Rembach -

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Featured Listings

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

How to Drive CX ROI with a Connected Service Experience

Customers expect an effortless, connected experience. Business leaders want to see a return from CX investments. Learn how successfully optimizing and connecting service processes to provide a superior customer experience can be the foundation for continued CX momentum and executive support.

Connect In the Now: Preparing Your Brand to Engage with Today’s Consumers

[10/25/2018] Today, experiences are won or lost in the moment they occur. Learn how brands can take advantage of new ways (mobile apps, messaging, connected devices, and more) to engage with customers in real-time to turn a live experience into an opportunity to proactively improve.

Getting Your CX Program Unstuck: 3 Secrets From the Trenches

Are your Customer Experience efforts stalled or struggling to show benefits that the CFO will understand? Get the secrets to CX success plus tips on how to deal with common roadblocks and how to use maturity modeling to know where to focus your attention.

Employees can make or break great customer experiences. Are you engaging them for growth? VIDEO

To deliver a great customer experience, you must first do the work of ensuring your employees are empowered to deliver on your vision. See how our community platform is designed to shape an ecosystem of knowledge between decision makers and the front line, ensuring greater ROI on your CX program.

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