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Is Your Board Ready for AI? Questions Every CX Leader Must Answer

ai, artificial intelligence, customer data, customer experience, customer insights, digital experience, leadership, Million byte

Boards must shift from “should we invest?” to “are we ready?” when it comes to AI transformation. Continue reading… Go to Source Author:

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Why Your Customer Experience Metrics Miss the Boat

ces, csat, customer data, customer experience, customer feedback, customer insights, customer journey, customer loyalty, metrics, Million byte, nps

It’s time to shift focus from vanity scores to momentum, trust and organizational coherence. Continue reading… Go to Source Author:

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Back to Basics: 3 Foundational Capabilities for CX Success

customer data, customer experience, customer insights, customer loyalty, customer satisfaction, Million byte

Most CMOs see CX as vital, but few achieve it; success requires richer customer insights, journey-driven design and a culture that embeds customer-centricity. Continue reading… Go to Source Author:

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Why Voice of the Customer Breaks Down at the BPO Level

bpos, contact center, customer data, customer experience, customer insights, marketing, Million byte, voc, voice of customer

When your BPO profits from more calls, preventing issues isn’t in their best interest. Here’s how to reclaim your VOC. Continue reading…

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