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Belgian social engagement platform Engagor gets acquired: social as part of CEM

It seems like only a few years ago that Folke Lemaitre and his partner were present at one of our events and asked if they could showcase their new social media platform. Oh, wait,...
Starbucks experience map by Little Springs Design as posted by Joyce Hostyn

Connecting the customer experience

Enabling great customer experiences and optimizing processes and interactions across all touchpoints in a consistent and human, customer-centric way leads to marketing and business success. And it increasingly revolves around personal, personalized and at...
The impact of an omnichannl customer experience program - Aberdeen Group report - PDF

The impact of omnichannel customer experience management

According to a report by Aberdeen Group, companies with omni-channel customer care strategies have 91% better year-over-year (YOY) customer retention rates than others. An omni-channel customer experience management approach doesn't only result in higher...