Customer Experience Management

You’ll never be a Digital Enterprise until...

Jun 14, 2018

you’ve Integrated your Digital and Traditional Customer Channels.

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CX leaders have a massive opportunity to impact digital business strategies by mastering AI

May 09, 2018

Customer Service leaders who think artificial intelligence (AI) stops at chatbots are cutting their careers very short

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Retailers: you must embrace digital in your physical environments too

Apr 26, 2018

…or fall behind your competitors’ digital capabilities for boosting customer experience and driving in-store sales.

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Retailers Seek Omni-channel CX with Digital Customer Engagement Strategies

Mar 30, 2018

The role of customer engagement service providers has never been more important or more complicated.

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HfS Blueprint Report: Retail Customer Engagement Services

Mar 23, 2018

This report evaluates key customer engagement services providers operating in the retail industry.

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Industry Impact—The Retail and CPG Operations Value Chain

Feb 02, 2018

This POV previews our Retail and CPG Operations value chain and the in-scope processes and change agents we’ll be examining throughout 2018

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Industry Impact—The Travel, Hospitality, and Logistics Value Chain

Jan 30, 2018

This POV previews our THL Operations value chain and the in-scope processes and change agents we’ll be examining throughout 2018.

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Re-Imagining CX for First Class Traveler Experiences

Dec 08, 2017

How the travel and hospitality industry is gearing up to support digital customer experience

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Crafting Great Customer Experiences - Cisco’s Story

Nov 21, 2017

How enterprises can align with a shared vision of creating a better customer experience

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