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We live in the day and age of personalization. Facebook creates personalized stories for each of their users on their anniversary of using the social media site. Target sends personalized coupons based on customer buying history to increase the likelihood...

Here’s a question for you: on a daily basis, how many times a day do you think customers yell at an Interactive Voice Response (IVR)? We’ve all done it. After several minutes of being bounced around from one non-helpful robot voice...

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless customer journey when doing business with them and become brand ambassadors. That’s the dream, right? There’s good...