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CX

Your Documents – Is it CCM or CXM?

Customers expect a lot from companies with whom they do business. They enjoy interactions with companies that concentrate heavily on customer experiences, such as Amazon, Google, and Netflix. Those companies have become the standards for other organizations like telecommunication companies,…

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Returning to “Normal” — Not the Best Strategy

The pandemic has upended just about everything. We hear that so often, it’s almost become trite. It is, nevertheless, all too true. New rules of engagement have altered our work, entertainment, education, and family interactions. The impact on consumer behavior has been just as intense. Consumers’ values, perceptions, attitudes, and expectations have all changed. A

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