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Voice of Customer Practices White Paper
Best Practices for B2B CX Research
Three Keys to Driving CX Program Success
Customer Engagement – the Next Level Measure
Airline Customer Relations Benchmarking
Customer Engagement – the Next Level Measure
Decrease Attrition through Training Done Right
Forget ‘omni.’ Just help me.
Journey Mapping That Drives Action
Announcing the SOCAP Customer Engagement Framework
Why Post-Training Certification Is Good For Business
Optimizing Multi-Channel Customer Care Through Focus on What Matters
Industry Outlook | Drive Effective Multichannel Customer Care Through Focus
Customer Touchpoint Stress Test
2013 Touchpoint Study
Lost in a Sea of Big Data?
Words and Phrases to Avoid
Point/Counterpoint: Universal Rep vs. Skills-Based Routing to Specialized Splits
Improving the Customer Experience
Create an Emotional Connection
Keep Your Eye on ROI
On The Road
X4 Experience Management Summit
March 5-8, 2019
Salt Lake City, Utah
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