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The world is becoming more connected every day. In fact, more than 20 billion things – from mobile phones to household appliances, cars to medical devices – will be internet-connected...

There are plenty of buzz-worthy discussions happening in the customer experience space around automation, artificial intelligence (AI), bots, and the like. But just because you can automate...

Memorable. Unique. Surprising. Positive. Enjoyable. These are just a few of the ways consumers describe interactions they consider to be “Moments of Wow” with their favorite brands....

Last week's Call Center Week event brought together more than 1,000 practitioners, technology providers, and other customer experience experts to discuss the latest trends in customer...