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Thought Leadership Articles

Solving the CX Conundrum: How to Minimize Chaos, Maximize Humanness

A Coffee Shop Case Study "Heeeeey!!!" "Dude, Dave shaved his beard!" Benji, shouted over his shoulder laughing. His friends shook their heads smiling in the background. "It was...

Six Leadership Levers to Create the Customer-Centered Culture

Customer focus has been largely an empty promise for many organizations. Connect customer focus to those promoting big data and you are likely to...

Sales as a Profession: Perceptions, Misconceptions, and the Way Forward

You’ve been in sales for several years, are a solid performer, and considered to be a real pro. You’re happy with your employer, confident...

Why McKinsey Says Link the Customer Experience to Value

CX is one aspect of creating value. But in the case of a CVA (Customer Value Added) measurement, the questions are asked of the decision maker, not the user who has been in the transaction.

Buyer Empowerment: Redefine Selling to Help Customers Achieve Their Goals

In the last twenty years, revolutionary shifts in buying behavior have occurred. Vendors have responded at a leisurely pace with what I believe have...

Think Tank Discussions

Brilliant CX Tool: Harnessing Hassle

How easy is your company to do business with? Super easy? Crazy hard? Here is a simple, yet powerful tool to find the answer, The Hassle Meter.

Verint Launches New Intelligent Customer Self-Service Capabilities

MELVILLE, N.Y., March 15, 2018 — Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced new customer self-service capabilities, including intelligent virtual assistants...

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