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Thought Leadership Articles

Beyond The Norm: Empowering Staff To Say “No”

Most service units focus on creating guardrails and consistency. This can create a lose-lose-lose for the customer, the employee, and the company via dissatisfaction,...

Chief Customer Officer Playbook: Balancing Experience Leadership with Experience Management

A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value. Playbooks...

From Ideation to Innovation: Harnessing Employee Creativity for Better CX

Creative business ideas can come from anywhere, at any time. Perhaps you receive an invitation to a brainstorming session where you're asked to think...

How Business Leaders Can Leverage Generative AI in Customer and Employee Experience

The AI playground has evolved a lot throughout the past year. Conversational AI has made huge inroads. We have seen an increasing number of...

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