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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Use A Content Strategy Template To Ensure Content Serves Both The Business And Customer

    Businesses Need To Cultivate Clear And Standardized Approaches To Why And How They Make Content
    March 16, 2020 | Ryan Skinner

    This research began with the hypothesis that top-down content strategy, decided centrally, is a dead end. But our analysis reveals that content strategy from the bottom-up doesn't work either....

  • Report There's No Personalization Without Content Intelligence

    Brands Must Go Beyond Understanding Their Customers — They Must Understand Their Content Assets Too
    October 25, 2019 | Nick Barber, Brendan Witcher

    Customers demand personalized experiences across all touchpoints. To meet these rising expectations, companies use customer data and create more and more content — initiatives that often misfire as...

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