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Thought Leadership Articles

Are AI-Powered Chatbots Ready for Mainstream Adoption?

Thomas Wieberneit -

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...

CRM strategy turns 25 – but has it helped CX?

Vince Jeffs -
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. 

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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.

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.

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.

CX Day Celebrations in September & October: Great Deals for Advancing Your CX Capabilities

CX Day is the perfect time to advance your personal and collective capabilities through ClearAction’s templates, study reports, assessments, coaching, handbooks and courses. ClearAction Value Exchange is a novel way to increase your influence in tackling silos – the next frontier of CX ROI performance. Get great discounts today!

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