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What we do
Business Economic Value
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2025 Research Agenda: Key Topics and Coverage Areas
Futurum Research 2025: Key Issues and Predictions
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The View from Davos 2025
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Author:
Keith Kirkpatrick
February 21, 2023
Keith Kirkpatrick
Industry News
Surprise: Enterprise Execs Plan to Increase Digital CX Investments This Year
Despite Macroeconomic Uncertainty and Inflation, a TELUS Survey Finds Many Executives Raising 2023 Digital CX Budgets up to 25%
Digital Leadership & CIO
February 15, 2023
Keith Kirkpatrick
Industry News
Identifying and Responding to CX Pain Points
Training and Technology Should Be Used in Tandem to Improve CX
Enterprise Software, & Digital Workflows
February 9, 2023
Keith Kirkpatrick
Industry News
Corporate Leaders See External Hackers, Internal Staff Errors, as Top Cybersecurity Breach Causes
Increased Customer and Employee Friction May Be Necessary to Thwart Threats
Cybersecurity & Resilience
,
Digital Leadership & CIO
February 3, 2023
Keith Kirkpatrick
Industry News
Building Trust with Citizens Through Better CX
Local Municipalities Must Learn from Their Commercial Counterparts
January 31, 2023
Keith Kirkpatrick
Industry News
Balancing Efficiency Against Human Interaction in Restaurants
Self-Service, Automation, and Third-Party Partners Can Improve Service, But May Impact CX
January 27, 2023
Keith Kirkpatrick
Industry News
Auto-Authentication Techniques to Save Time and Improve CX
Consider Multi-Factor and Voice Biometrics to Improve Security
Enterprise Software, & Digital Workflows
January 26, 2023
Keith Kirkpatrick
Industry News
SugarCRM Debuts New Digital Self-Service Capabilities
End-to-End Interactions Allow B2B Customers to Streamline Operations
Enterprise Software, & Digital Workflows
January 23, 2023
Keith Kirkpatrick
Industry News
Improving CX in Food Manufacturing
CX Starts with Quality, But Can Be Extended Through Enhanced Responsiveness
January 10, 2023
Keith Kirkpatrick
Industry News
Providing Flexible Product Returns While Limiting Fraud Opportunities
Clear Policies and Controls Can Elevate CX While Protecting Against Returns Abuse
January 3, 2023
Keith Kirkpatrick
Industry News
The State of CX in 2022
Customer Service Shifting Away from Live Interaction Was Not the Only Major Movement in the Last Year
Data Intelligence, Analytics, & Infrastructure
,
Enterprise Software, & Digital Workflows
January 2, 2023
Keith Kirkpatrick
Industry News
CX in Logistics
Providing Visibility, Transparency, Honesty, Responsiveness, Convenience, and Empathy Go a Long Way
January 2, 2023
Keith Kirkpatrick
Industry News
Elevating CX Amid Industry Challenges
The Southwest Airlines Debacle Offers Competitors Opportunity to Show They Care
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