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Roller coaster representing the ever-changing sentiment and emotions felt in 2020.

Mining for new year mindsets

Couple in the background discussing the potential of buying a new house with the agent in the foreground filling out paperwork.

What mortgage lenders should know about their evolving customers

Illustration of oversized measuring tape and pencil to show market researchers that they should be measuring customer feedback when planning experiences.

Planning experiences with measurement as the foundation

A key driver analysis graph of performance on the x-axis and importance on the y-axis.

Key driver analysis — mapping your way to increased customer satisfaction

Thanksgiving table with turkey and assortment of side dishes

An analytical approach to Thanksgiving meal planning

Illustration of a man at the airport to show that taking a flight is a customer experience journey that includes multiple touch points.

Breaking down customer conversations, building up customer experiences

Older male in a headset who is a utility call center agent using a case management system to better serve customers.

How utility call centers are digitizing the art of human touch

Illustration of an oversized computer screen when a check on one side and x on the other side of the screen to represent consumer comments.

Enriching customer conversations with artificial intelligence

Customer going into bank branch to deposit check

The traditional bank branch is dead, isn't it?

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