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The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have fundamentally changed how customers engage with companies. Gone are the days when...

Landscape: The Digital Customer Experience Improvement Playbook
Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

Indoor Venues Are The Next Frontier For Location-Based Services
Location is a cornerstone of mobile experiences and enables some of the most widely used mobile apps, such as Foursquare and Yelp. Location has also become a new battleground as Apple, Google, and...
The Splinternet Engagement Index
This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...
One of Canada's largest pizza chains wanted to be the first to market with a mobile experience that offered greater convenience to its customers. The company partnered with mobile agency Plastic...
