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The art of measuring a customer's lifetime value

Knowing how to keep customers loyal means understanding their evolving journeys.

User experience: Five reasons to champion usability testing

We know the importance of good usability - so why are we so bad at user testing?

Self-service star: How to make valuable video tutorials for your customers

Video support is increasingly popular with customers. So how do you get it right?

Editor's note

Some reports estimate that by the end of the decade, self-service could account for as much as 40% of customer service engagements...

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