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Personalisation has been a hot topic in Customer experience (CX) circles over the last couple of years. Done well, personalised experiences have the potential to improve CX, increase loyalty, and reduce cost to serve. In an April 2017 report, Pivot To Person-First Personalization, Forrester reports that more than two-thirds of brands today consider...

Topics: Experience

By Helen Casewell
September 27 2017

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A poll of 2,000 consumers has shown some interesting insights into how segmentation affects channel preference within the utility market.

Topics: IVR Examples, Experience, Blog

By Nick Scaglione
February 03 2014

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