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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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  • 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...

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