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The Decline Of Consumer Trust And What To Do About It
In last week’s episode of Forrester’s What It Means podcast, Senior Analyst Tom Champion explains why rebuilding trust with customers is not about brand…
customer experience
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Retail
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Amazon’s Singapore Launch Signals the End of Digital Complacency in Southeast Asia
July 27th marked Amazon’s first e-commerce official foray into the 640 million people strong region. It launched its Prime Now app in Singapore with…
July 28, 2017 | Frederic Giron, Xiaofeng Wang, Zhi Ying Ng
Customer-obsessed marketing
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Interruptions To The Advertising Market
The advertising headwinds have been gathering. The $7.4B lost to bad ads. The chronic underperformance. Major firms pulling millions from media budgets. Consumers…
July 25, 2017 | Victor Milligan
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The End Of Flash
This morning, Adobe announced that it will end support for the Flash Player at the end of 2020. Over the past 20 years, digital…
July 24, 2017 | Jeffrey Hammond
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It’s time to rethink customer effort
CX as a profession is putting a lot of effort into reducing effort (pun intended). With good reason: too many companies make it so hard…
June 27, 2017 | Maxie Schmidt-Subramanian
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The Data Digest: Mobile Phone — Compass, Guide, And Connector
I’ve spent the past few weeks traveling around Europe, and during my trip, I became keenly aware of how much I rely on my phone…
June 1, 2017 | Anjali Lai
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Congrats On Your New Car! But Before You Go . . .
If you’ve ever bought a car from an auto dealership, this story might ring true for you. After weeks of test driving, researching, and debating…
May 18, 2017 | Danielle Place
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The Data Digest: Chatbots Can’t Fully Replace Humans Just Yet
Customer service departments in all industries are increasing their use of chatbots, and we will see usage rise even higher in the next year…
April 20, 2017 | Kristopher Arcand
Customer-obsessed marketing
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Don’t Alienate Loyal Customers: How To Step Up Your Email Game
In the realm of multichannel customer communications, email is still king. It’s the easiest to send, it’s inexpensive and it’s the channel on which most…