Technology

November 5, 2021
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CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship

Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship, a contact management app that makes it easy to store and act […]
October 30, 2021
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A quick intro to people analytics and how it improves employee experience

This is a guest post from Tim Ferguson, a writer and editor of Marketing Digest.  Just as digital marketers use analytics to understand their customers better, […]
October 25, 2021
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On-site search, customer experience and inexplicable inaction

In 2015, I wrote an article called “Why Relying Only On Reactive Customer Service Is No Longer Good Enough.” In it, I quoted a couple of […]
October 22, 2021
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Combating language discrimination in customer service

Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ […]