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The 3 CX Opportunities Most Often Missed by CMOs Today

How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales...

The Price of a Poorly Scheduled Patient Appointment

A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right In one short year, everyone in the healthcare industry has experienced radical, upheaval. (Much of it painful. Some of it surprisingly positive.) It’s important to clarify that, when I say that,...

Planning the Perfect CX Strategy?

Here are 5 Things You Probably Forgot Advice on initiating, launching, and perfecting CX strategy is everywhere. Everywhere. Problem is, it’s not all good or useful advice. Bigger problem: even the best advice might not get you where you need to go. You can have...

How Some Brands are Spending 90% Less on Customer Growth

The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand. When brick-and-mortar retailers were forced close their...

6 Questions (and 4 Best Practices) to Guide Your CX 2021 Initiatives

How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer. When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX...

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