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Innovative strategies for building more profitable customer relationships. Published quarterly online and in print.

Customer Strategist Blog


Innovative strategies for building more profitable customer relationships.

Recent Posts

AI Comes Alive at Leadscon NYC

AI and chatbots are driving forces in how businesses understand and assist their customers. These powerful and insightful tools are being applied in unique ways to meet needs throughout the...

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The Future of Contact Centers: AI and IoT-fueled Services

More than half of contact center leaders plan to enable Internet of Things (IoT) and artificial intelligence (AI) in the next year, signaling a shift toward accelerated innovation in the contact...

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Contact Centers Are Still Popular, but Satisfaction Remains Mediocre

Despite industry efforts to make improvements, customer satisfaction with contact center interactions haven’t changed in the past year, leaving lots of room for improvement. According to new...

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Does Your Experience Strategy Need a Makeover?

It’s no secret that to be successful, companies must deliver excellent customer experiences. Companies, however, can’t rely on experience strategies of the past. Linear, episodically...

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My Summer 2017 CX Reading List

Summer is the perfect time to catch up on some good books. Slower workdays and vacation time mean that people are looking for interesting reads. Though it is tempting to grab the latest Clive...

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Retail Survival 101: Treating Employees Better

For retailers, 2017 will be remembered as the year of store closings. Nearly 13,000 stores are expected to shut their doors this year, compared with 4,000 in 2016, Bloomberg reports. The store...

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Three Companies That Turn Packages Into Experiences

Consumers exist in a marketplace that has evolved into a digital landscape of effortless online orders and virtual storefronts. Often lost in the evolution are the physical and sensory elements of...

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Wayfair Raises the Bar on Personalized Customer Service

To be a customer service associate at Wayfair, the online furniture retailer, candidates must successfully play Escape the Room—an interactive game in which players are locked inside a room and...

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