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  • Report Four Tech Giants Dominate Your Customer Experience

    Capitalize On The Influence Of Amazon, Apple, Facebook, And Google On Your Customers
    July 26, 2017 | TJ Keitt

    Alphabet's Google, Amazon, Apple, and Facebook set your customers' expectations for customer experience (CX) because they hold a prominent place in people's lives. CX professionals need to...

  • Webinar Chatbots: From Novelty to Essential Functionality

    The Next Wave of Conversation
    May 18, 2017 | Rob Koplowitz, TJ Keitt

    We find ourselves awash in chatbots, and most of them offer very limited, if any, value. That’s OK because, as is always the case with technology, a brighter future awaits when...

  • Report A Framework For Designing AI-Human Interactions

    Building Compelling Experiences Requires A Multilayered Technology Approach
    March 15, 2017 | Rob Koplowitz, TJ Keitt

    We are on the verge of an era in which computers will augment our ability to anticipate, identify, and adapt to changes in our personal and professional lives. The systems that enable such...

  • Report Four Things That Smart Cloud Companies Know About Customer Experience

    How These Firms Are Reinventing The Way Customers Interact With Companies
    August 9, 2016 | TJ Keitt

    Upstart companies with new digital offerings are disrupting industries. Successful newcomers can draw millions of customers in a short period of time, catching their incumbent competition...

  • Report How Companies Master Their Customer Experience Ecosystems

    Three Companies Demonstrate How To Master A CX Ecosystem
    May 11, 2016 | TJ Keitt

    The key to an excellent customer experience (CX) is a well-coordinated customer experience ecosystem. However, the complexity of this network of employees, partners, and customers makes...