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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 Predictions 2019: Employee Experience

    The Spotlight Shines Bright As Executives Scramble To Improve EX
    November 5, 2018 | Samuel Stern, Maxie Schmidt-Subramanian, Andrew Hewitt

    Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee...

  • Report Designing For Emotion

    Tap Into The Full Scope Of Emotion To Go Beyond Delight
    January 24, 2017 | Allegra Burnette, Kelly Price

    Emotion is the key driver of customer experience (CX) quality, but few companies recognize how much it matters. And even companies that do and try to design for emotion rarely tap its full...

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