Latest Articles
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Is Less More for Customer Personalization and Privacy?
If consumer data is your product, you're doing personalization all wrong.
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Should the CMO and CIO Be Best Friends?
Should the CMO and CIO be friends? No doubt, the answer is a resounding yes.
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The Key to CX Success? Planning the Entire Customer Journey
If your customer journey maps end at purchase or delivery, you might want to rethink your strategy. A successful approach requires a holistic view.
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Transforming Your Contact Center Into a Revenue-Generating Customer Service Model
Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model.
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Don't Let Middle Managers Block Agile Transformation
Pivoting middle managers so they help solve problems rather than creating more problems requires agile change programs to rethink incentives.
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6 Ways Marketers Need to Balance Privacy, Personalization
Today's consumers demand personalization, but not at the cost of their privacy. Marketers looking to balance these two areas can follow these tips for success.
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Allison Nelik: Enhance Internal Communications to Engage the Modern Workforce
MSCI's Allison Nelik discusses the ideal internal communications experience and how content can help build an employee culture for the future.
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5 Ways to Ensure Personalization and Consumer Privacy Aren’t Mutually Exclusive
Here are five ways to use account intelligence to achieve personalization while also respecting customer data privacy.
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Building Blocks for Voice of the Customer 3.0
Brands can no longer rely on surveys alone to understand customers. As the digital landscape changes, companies must adapt to preserve voice of the customer.
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Twitter's Frankenstein Moment
The company has finally proven its business relevance, but at the cost of frustrated employees, an executive exodus and an unstable share price.
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Retention Cloud Provider CleverTap Acquires Leanplum
For digital companies worldwide, a new united entity will greatly increase user engagement and retention potential.
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How to Move Beyond Surveys for a Holistic CX Strategy
Three steps you can follow to move beyond surveys and connect departments for a more holistic view of your CX.
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One Simple Practice Change Could Remove Hybrid Working Stress
Without the use of asynchronous channels of communications (other than email), technical exhaustion will escalate to impact an even larger proportion of staff.
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What's in Your Consumer Data Privacy Closet?
Consumer data privacy is like a large closet that swallows everything. It's time for marketers to make a change.
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How to Hire the Best Customer Experience Talent
If you want to deliver top-notch customer experiences, you need to go right to the source: your employees.
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3 Key Benefits of AI in the Call Center
Does AI make a difference in call centers? Experts say yes. Learn the benefits of AI and why the tech has earned a permanent seat in the industry.
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Microsoft Debuts Viva Goals, Google Revisits Classic Sites Shutdown Timeline, More News
Microsoft puts Ally.io buy to work in Viva, Google pushes back Classic Sites shutdown (again), Miro overhauls its developer platform and more news.
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Tableau Introduces Tableau Cloud, Oracle Updates Oracle Service, More CX News
Tableau unveils publicly shared dashboards, Quantum Metrics offers up more CX data, Pega partners with Celebrus for AI-backed CDP offerings and more news.
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The Speed of Work Today: More, Faster, Now
The dizzying array of communication tools we use in the workplace has led to unprecedented levels of information overload. Is more technology the answer?
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Vimeo Now Makes Videos More Discoverable
Vimeo automatically optimizes movies for search to enhance user and site views.
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