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Experience Management

Three Questions That Your Voice of Customer Strategy Should Answer

When deploying a voice of the customer (VoC) program for your website, there are three critical questions to ask. These questions can guide your program design and the technology you need to support it.

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Can banks take on big tech and win? Hear the answer from BBVA

The banking world is undergoing a seismic shift, as challenger banks and fintechs strike at the very foundations of the old financial world. Digitalization has changed how customers interact with banks, and some established names have been caught out, opening the door to disruptors who can offer a better customer experience. The Spanish bank BBVA […]

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You have experience and operational data. Now what? Governance.

Don’t you just love customer stories? If your business or agency has been around for a while, then you probably know at least one story of how a customer’s life has been transformed by the work of your organization. Those anecdotes are a great way to humanize customers in conversations with executives, colleagues, employees, and […]

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Why popular culture matters when creating breakthrough brand experiences

Are your customers’ attention spans really getting shorter? New research suggests not. In fact, attention spans might just be getting longer, with more than half of respondents saying they can give a piece of content more attention today than they could a year ago. However, half also said they are more selective about the content […]

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7 tips from CBS to help your C-Suite understand and appreciate data

The C-Suite used to tolerate a little more ambiguity when it came to insights and market research. In a time before big data, they’d accept an insights team saying that the data “probably” means XYZ will happen. Today, every company is blessed with an abundance of data, and as a result executives expect a higher […]

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Let’s get physical – bringing digital experiences to real life at Buzzfeed

Something strange is happening in business. For many years we’ve been told digital businesses were going to be the biggest winners in the future economy. Why then are so many businesses with roots in digital beginning to open physical stores and services? Amazon, Everlane, and Allbirds are just some of the E-commerce brands that have […]

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