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Thought Leadership Articles

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

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

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...

CRM strategy turns 25 – but has it helped CX?

Cast as a customer-centric revolution enabler, CRM strategy was supposed to fuse marketing, sales, and service, across data, channels, process, and analytics.  In retrospect that hasn’t happened. 

Four Marketing Approaches to Drive Value for Travelers Whilst Increasing Revenue

Travelers are ludicrously price-conscious. Thanks to the proliferation of online comparison services, there’s a very strong consumer-driven demand for value. And so, people are spending...

Think Tank Discussions

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

I think there's controversy when trying to delineate customer experience with customer service, but the conversations become a bit more heated when it comes to customer experience and customer success.

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