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Latest insights
People & CultureAre you underestimating the role of culture in digital transformation?
For digital transformation to work, corporate culture needs to be nimble, collaborative and open to calculated risk.
Digital ExperienceRetail & EcommerceHow the mobile customer experience is driving holiday sales
Discover three strategies for creating mobile-friendly touchpoints in the customer journey.
Trust & SafetyHow leading brands are supercharging social media customer support into the future
What’s next for social media customer care? Experts from Alaska Airlines and Home Depot share their predictions.
Customer ExperienceHealthcareThe most important quality for a healthcare customer service agent to have
Learn how to make your company’s healthcare customer service a more empathetic, humane experience.
Digital ExperienceIs the medium still the message in the digital age?
Find out whether the classic saying is still relevant to the modern customer experience.
Digital ExperienceThe power of a good FAQ
Discover four best practices for creating a customer-friendly FAQ that will wow and delight.
Customer ExperienceTravel & HospitalityBleisure customer experience: Meeting the needs of the modern traveler
Learn how to deliver exceptional customer service to travelers who blend business and leisure.
Customer ExperienceWhy design thinking in the contact center drives CX innovation
Find out how design thinking and journey mapping are elevating the customer experience.
Digital ExperienceWhy bots break (and how to build them so they don’t)
Learn how to avoid the most common robotic process automation (RPA) pitfalls.
Digital ExperienceDelivery to your door: The best of intelligent automation
From mattresses to groceries, learn how intelligent automation is changing customers’ expectations of home delivery.
Customer ExperienceFinancial Services & FintechPlaying to customers’ emotions in financial services
Learn how leading fintech firms are building emotional connections with their customers.
Digital ExperienceTravel & HospitalityWhy travel & hospitality brands should sweat the small stuff when it comes to data
Discover how small data can offer invaluable insight into consumers’ travel and hospitality needs.
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