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Marketers and sellers are finding new ways to sharpen insights with AI and other technologies.

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From customer experience to enterprise experience

Today’s brands need to stand for something. They need to create customer journeys that engender the affinity and trust that can lead to customer love. Translating that aspiration into the ideal CX—an organization’s “North Star”—provides the direction that can differentiate its CX from its competitors. This vision also serves to rally the workforce around a set of common principles and goals that help drive the organization’s corporate culture.

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AI reality check for customer experience

Learn about perception gaps between customer experience (CX) practitioners and executives regarding artificial intelligence (AI).

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Digital disappointment – why some customers aren’t fans

This fourth report in our customer experience (CX) series explores why many customers are choosing not to embrace companies’ digital CX initiatives.

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The modern marketing mandate: The Chief Marketing Officer perspective

Access data and interviews with more than 2,000 CMOs to explore how the CMO role is evolving in response to a challenging, changing landscape.

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More Marketing and Sales, CMO research and insights

Agile, meet design thinking

When thoughtfully applied in concert, agile approaches and design thinking can help teams deliver differentiated solutions for higher customer value and growth.

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Reinventing the call center

Recent improvements in artificial intelligence, machine learning and other cognitive technologies are poised to change everything for call centers.

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Blockchain helps reinvent the customer experience

Blockchains help to build better supply chains and customer relationships.

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From data deluge to intelligent insights

Armed with insights about customers at every touchpoint, cognitive computing may deliver the personalized experiences consumers expect.

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New teams and new rules for customer experience

This third report in the IBM IBV Customer Experience (CX) series explores the deep impact CX reinvention is having on organizations and their employees.

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Reinventing digital customer experience as a fundamental part of business strategy

This second report in our Customer Experience (CX) series examines how companies are mobilizing to transform their CX, including approaches for strategy, collaboration, use of data, Experience Design, customer feedback and metrics.

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