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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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  • Forum CXDC 2016

    Forum For Government Leaders #FORRCXDC
    September 12, 2016 | Washington, DC

    The federal government and public sector are focused on customers like never before. However, federal leaders will face the same culture, technology, and implementation hurdles that have plagued...

  • Report Case Study: Rogers Communications Pilots A New Customer Experience Strategy

    August 9, 2013 | John Dalton, Amelia Sizemore

    In 2011, the customer experience team at Rogers Communications, Canada's largest telecommunications carrier, was beating its collective head against a wall — how could it operationalize its newly...

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