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  • Report Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

    Quantifying Cultural Bias In Customer Experience
    April 12, 2017 | Kyle Steinhouse

    Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

  • Report Case Study: Bertucci's Innovates The Fast-Casual Restaurant Experience

    New Dining Concept Draws Gen Y And Millennial Diners
    October 31, 2013 | Kerry Bodine

    In 2011, the executives at Bertucci's, a 30-year-old restaurant chain in the US Mid-Atlantic and New England regions, faced a big problem: The restaurant had become nearly invisible to younger...

  • Report Three Ways To Drive Document Value

    How To Keep Documents From Being The Weak Link In Your Customer Experience
    November 2, 2010 | Elizabeth Boehm

    Despite consumers' increasing online migration, documents — both paper and electronic — remain central to their relationships with many of the companies they do business with. But the role of...

  • Report Designing Interactions For An Aging Population

    Are Old People Getting Wired, Or Are Young People Just Getting Old?
    July 31, 2007 | Elizabeth Boehm

    The oldest members of the baby boom generation hit 60 this year, signaling the first edge of an unprecedented tidal wave that will swell the ranks of senior technology users. But today's seniors...

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