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Don t Fall for These CX Urban Legends

If you’ve spent any time in the customer experience industry, you’ll know we have some CX “urban legends” in our midst.

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Is Customer Service s Future AI or Do We Still Need Humans?

Would an AI customer service system catch the same mistake a human agent did?

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Don t Let Supply Chain Woes Wreck Your Brand s Holiday Season

Holiday seasons always have backorders, bottlenecks and sold-out hot products. Yet 2021 trumped them all. Here's what we learned

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What Customer Service Model Is Right for Your Company?

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today.

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