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CMOs ignoring IT despite customer consequences
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4 common mistakes made by customer insight leaders
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4 ways that disruptors deliver fast & easy CX
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Retailer warnings as ecommerce expectations rise
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How to deal with difficult customers
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The 2019 CRM buyer's guide
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Should service & marketing have a shared budget?
Contact centres
How to introduce agent self-scoring evaluations
Contact centres
Frustrated service agents call for chatbot support
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Voice of the Customer
What you should (and shouldn't) use NPS for
Voice of the Customer
CSAT, NPS or CES - it's not about the numbers
Voice of the Customer
The 2019 VoC buyer's guide
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What's the purpose of Mystery Shopping?
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What can MS Excel Do That Google Sheets Cannot?
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5 ways AI helps improve customer experience
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Revealed: The two secrets to customer loyalty
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Resources
Events & webinars
CX Leader of the Year
Community
Blogs
15th Oct 2019
Blog
What's the purpose of Mystery Shopping?
By
Steven Di Pietro
Founder
15th Oct 2019
Blog
What can MS Excel Do That Google Sheets Cannot?
By
Sebastian Sarmiento
14th Oct 2019
Blog
5 ways AI helps improve customer experience
By
Emily Johnson
Marketing Analyst
11th Oct 2019
Blog
Delivering better CX through AI-based insight
By
Olivier Njamfa
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4th Oct 2019
Blog
Why Domino's supreme error is a big deal for firms
By
Forrester
Independent research and advisory firm
3rd Oct 2019
Blog
Revealed: The two secrets to customer loyalty
By
Colin Shaw
Founder & CEO
Popular resources
30th Sep 2019
How Tesco Mobile acts on customer feedback
InMoment
25th Sep 2019
Transforming the VoC: Turning insights into action
Usabilla
25th Jun 2018
Customer journey mapping research report 2018
Quadient
29th Aug 2019
Top 5 CX tech trends for contact centres
Genesys
19th Jun 2019
Customer journey mapping: A 2019 guide
iperceptions
11th Oct 2019
Blog
Fintech invested in customers, not just innovation
By
AlanDuncan1
Vice President of Consumer Marketing
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9th Oct 2019
Make customer service agents more useful with RPA
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8th Oct 2019
“Why can’t this stupid chatbot do what I want?”
Part II Of “Why Chatbots Can’t Read Your Mind” Chatbots break down into two parts: the “chat” and the “bot.” Previously , we covered “chat...
8th Oct 2019
What B2B customer support can learn from B2C
It's International Customer Service Week which is a great opportunity to explore these lessons that B2B customer service teams can take...
7th Oct 2019
The growth of self-service channels
As chatbots and Al are implemented more and more into call centres, agents are finding their role is changing with customers. Technology...
3rd Oct 2019
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Want to be a CX leader?
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Forrester
Independent research and advisory firm
1st Oct 2019
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1st Oct 2019
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4 ways to prepare your healthcare contact centre
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27th Sep 2019
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The future of creative agencies
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Forrester
Independent research and advisory firm
27th Sep 2019
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Does ABM produce better revenue results?
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Forrester
Independent research and advisory firm
26th Sep 2019
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Helpdesk software: Why businesses need it to scale
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vaishaligopi
26th Sep 2019
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Marketers: Embrace a better CX
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Forrester
Independent research and advisory firm
26th Sep 2019
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Benefits Of Hiring Outside Computer Support
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25th Sep 2019
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Progressive web apps - the future for retail CX?
By
Dan Hartveld
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23rd Sep 2019
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Who has the need and is it a problem?
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Nicholas Watkis
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23rd Sep 2019
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ESOMAR Congress showcases CX innovation
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Finn Raben
Director General, ESOMAR
23rd Sep 2019
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Is your return policy seamless & customer-centric?
By
Stacy Sherman
Director, Customer Experience and Employee...
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