It’s safe to say that no human has ever lived through a time the global economy shut down. This is where we find ourselves today, and it's time to aggressively pursue automation. Peter Drucker is a famous business consultant and writer who frequently stated that most...
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The words “Journey Maps” have become standard customer experience terminology. But, why does it mean different things to different organizations. The practice of journey mapping is quite different based on whom you are talking to. We’ve broken down journey mapping to help you pick what’s...
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Consumer behavior has changed forever, on that point almost everyone agrees. Brands are being forced to adapt their marketing and touch points real time. We first saw this with the messaging from nearly every company that had some version of “it’s going to be okay”,...
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Five Reasons Why Personas Work—and Three Tips to Begin Using Them Discover credit cards has a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you'd treat...
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Sooner or later, every company has a come-to-Jesus moment where it’s suddenly, painfully clear that the organization has gone off track. In some cases, it’s when a company that prided itself on innovation starts cutting prices in a desperate bid to goose sales. That strategy...
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