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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 Boost CX Quality By Using IoT In Customer Journeys

    Journey Analytics Platforms Will Integrate IoT For CX Pros
    March 15, 2018 | Frank E. Gillett

    Customer expectations for high-quality touches are expanding beyond the mobile and web realms. Internet-of-things (IoT) technology offers new capabilities to sense and control physical products and...

  • Report The Services Frontier For The Digital Consumer

    Services For The Digital Self
    February 5, 2014 | John Dalton, Frank E. Gillett

    This report, originally written for CIOs, includes content relevant to chief customer officers. And here's why: As consumers continue to aggregate data — spanning personal and work-related...

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