2020 Predictions For CIOs And Healthcare, CX Best Practices, And More

Predictions 2020: Uncertainty Equals Opportunity For The CIO

The only thing for certain about 2020 is that nothing is for certain. CIOs at leading firms will embrace change and transform customer and employee experiences.


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Who Should Design: Blend Democratization, Expertise, And Representativeness

The best CX arises when every employee learns design basics and a pro design team guides the process to ensure the intended audience is represented.



When Websites Come Down, Twitter Blows Up And Marketing Wins

There’s a surprisingly long list of potential benefits a brand can realize in the wake of an online outage. Learn how to make the best of your worst day.



Medicare, Price Transparency, And Virtual Care Lead Healthcare Concerns in 2020

In 2020, one out of every 11 mental health visits will be delivered virtually. Find out more in our 2020 healthcare predictions.


Predictions 2020: The Precipice Of Far-Reaching Change

A new decade begins with great uncertainty. Sweeping changes are poised to take place. But which ones? Read about our predictions to discover the dynamics that will define 2020 and beyond. Plus, learn how turn  volatility into your competitive edge.

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The Secret To Transformational CX Design: Your Org Chart

What does it take to design truly transformational, human-centric customer experiences? On this episode of What It Means, Bank of America’s Rachel Kobetz shares her insights.


How Marketing Became Too Personal

Marketers’ efforts to get to know customers better may be driving them away instead. Learn where personalization went wrong and how to fix it.

The Adaptive Enterprise

Volatility creates two things: acute risk and extraordinary opportunity. Learn how leading adaptive organizations use tech-driven innovation to reinvent their core value proposition in today’s volatile market.

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