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One bad experience is all it takes. From airlines to banking to retail, one poor interaction with products or services can send loyal customers to a competitor. Why is it so easy to ditch a...

It’s easy to fall in love with data. Data, metrics, and analytics settle arguments; they inform decisions, predict the future, and add relevancy. It’s why companies rely on metrics such...

Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes to customer support, reaching out to traditional contact...

When it comes to delivering excellent customer experiences, employees are the life blood of your organization. Yes, recent innovations in AI and robotics (‘bots’) have sought to...

Ask any star athletes what’s the secret of their success and most likely it will be practice, coaching, and feedback. Yes, many have raw talent, but more do great on the field because they...

In today’s digital world, cyber attacks are a constant threat against business and not simply its own network security, but also a company’s vendors. Data is the lifeblood of many...

We’ve all heard the saying. We’ve all used the saying. Sometimes it’s a fact of conducting business that—if a workflow or technology doesn’t need immediate replacement...

For decades we have been told that knowledge is power. This still holds true, with the caveat that it must be the “correct” or “right” knowledge. At a time when there&rsquo...

We live in a digital world but as consumers and brands embrace the ease, convenience, speed and other perks of going digital, we are increasingly susceptible to its dark side: fraud. The enthusiasm...

Lost revenue. Employee burnout. Customer frustration and attrition. These are the business impacts of being unprepared for seasonal surges in customer demand. Seasonal surges range from the...