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CX Improvement: The need to put consumer data protection and privacy first

Presented by Gordon Littley Managing Director, Global Customer Experience Practice Verizon   Customer experience (CX) improvement has become sort of a holy grail of digital transformation. Every business wants to deliver superior CX, which requires collecting and sorting through massive volumes of data in order to learn what customers want...

Customer Personalization: The time is now for customized experiences

Presented by Gordon Littley Managing Director, Global Customer Experience Practice Verizon   In recent years customer personalization has become ubiquitous. Consumers have come to expect a growing variety of customized experiences. Today, they are even willing to change brands to make sure they get them.  And that means the time has come for...

The Five Cs of True Omnichannel Experiences

When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the iPad had been launched yet. Digital marketing was only slowly moving past the blinking banner stage, and social media was barely a common form of entertainment and connection, let alone...

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The Five Cs of True Omnichannel Experiences

When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the iPad had been launched yet. Digital marketing was only slowly moving past the blinking banner stage, and...

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