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Editor’s Pick
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CPG Study: Complaint Handling is More Challenging. Yet 40%+ Delight is Attainable
John Goodman
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May 14, 2024
Improve CX Root Cause Analysis with AI and LLM: Five Steps to Take
Bill Price
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Use Knowledge Graphs to Improve Experiences Throughout the Customer Journey
Seth Earley
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April 30, 2024
Customer Experience ROI Handbook: Proving CX Value to Executives
Lynn Hunsaker
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Get Off the Functional Performance Hamster Wheel. Take the Plunge into Emotional CX
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The Fine Art of Experience Pruning… Because Sometimes Less is More
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Finding Subscription Success: Three Strategies for Grocers and Omnichannel Retailers
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GenAI as a Catalyst for Workforce Enhancement: 10 People Strategy Considerations
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GenAI Language Models: Scope and Typical Use Cases
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Role of Chief Customer Officer: Ensuring that Customer-Centricity is at the Heart of Business
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Stop Moaning about the State of CX… and Start Measuring Performance vs. Customer Expectations
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Reducing Agent Turnover: Applying Analytics to 100-Year-Old Observations
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Report: What is the #1 Thing that Leads to Successful Cross-Channel Marketing Campaigns?
Shana Haynie
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March 7, 2024
Offshoring and AI: How Cost-Cutting Fixation Can Damage Revenue and Brand Reputation
John Goodman
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February 27, 2024
Building Customer Loyalty in Manufacturing Companies: The Role of Value Creators and Maintainers
Sam Klaidman
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February 20, 2024
GenAI: What’s Trust Gotta Do with It?
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February 13, 2024
The Critical Role of Enterprise Data in Generative AI
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February 6, 2024
Customer Experience ROI Handbook: What is CX ROI?
Lynn Hunsaker
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February 4, 2024
The Importance of Context in Experience Design: Lessons from the Caribbean
Dave Fish
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January 28, 2024
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