• Healthcare 2020: The New Rules of Partnership in a Consolidated Market
    June 18, 2018
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    The healthcare system is changing, fast. How can healthcare manufacturers become better partners to the new breed of health systems? 

    Tomorrow’s healthcare system will look vastly different from today’s. As the market shifts, we’re seeing narrower provider networks, physician shortages,...

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  • leader From Scores to Success: Connecting CX measures to business impact
    June 4, 2018
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    “We are drowning in data… and starved for wisdom.” Arianna Huffington

    There has never been a better time to be in the customer experience business. We know from our own research that 93% of customer experience (CX) leaders report sizeable...

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  • Millennials chatbot image AI is the New Normal
    May 22, 2018
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    Artificial intelligence is enabling service companies across the board to better understand consumer preferences and perceptions – and to solve for their needs without human intervention. But are customers ready for a robot future?

    The robots are here to stay....

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  • The Internet of Things Stop Chasing Unicorns: Building a Brilliant Data Science Team
    May 7, 2018
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    Data scientists are in high demand and may seem impossible to find. But the key to developing a successful data science organization may be easier than you think.

    In today’s marketplace, data is one of the most valuable assets a...

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  • Invest in Customers & They’ll Invest in You
    April 30, 2018
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    7-in-10 young* consumers want guidance from their bank in preparing for retirement, but fewer than 2-in-10 are receiving it.

    On the heels of Financial Literacy Month, many financial institutions have found themselves taking stock of their educational resources to understand...

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  • The Prosperity Of Your Brand Today Depends On Customer Experiences
    April 22, 2018
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    It’s never been a more exciting time to be in the customer experience (CX) business. By 2021, global spend on customer experience is expected to reach $13 billion. To understand the dynamics behind this fast-growing discipline, and advise companies...

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  • How to Be a Better Partner to Health Systems
    April 22, 2018
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    The new reality of a changing health system.

    I recently switched doctors when our company changed health plans. After mining my network to create a shortlist of potential new PCPs, I had to call five different offices before finding...

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  • What Cryptocurrency Means for Consumers
    April 10, 2018
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    The world of investing has evolving from meeting your financial advisor in an office during business hours, to easily making seamless trades with a few clicks of a mouse. Then a few years ago, automated investor – or robo-advice...

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  • smart-cars Smart Cities, Connected Cars… Are Consumers Ready For a New World of...
    January 18, 2018
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    A report from the Consumer Electronics Show
    Andy Turton, SVP, Automotive

    Imagine a world where your daily commute is a chance to get ahead of the day’s work, do your grocery shopping, binge on your favorite entertainment or catch...

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