Strategy

53% of consumers expect one-on-one in-store appointments
Starbucks’ quest for the occasional customer
72% of customers join a loyalty program before making their first purchase
Why emotion-canceling AI has no place in contact centers
54% of consumers are interrupted three times or more per digital experience
There’s no Photoshopping Adobe’s ugly FTC lawsuit
Forrester offers a glimpse of a future filled with ‘invisible experiences’
58% of CX leaders invest based on customer feedback vs. competitor activity
Time for Wrigley to put its money where its mind mouth is
The ‘wow factors’ that prompt proactively positive reviews from business leaders
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