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Customer intent is a treasure trove of actionable data hiding in plain sight

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“Oftentimes, the user experience developed by a company for its customers overlooks critical components of the underlying intents the customer wants resolved through their customer experience (CX),” says Ravi Bharadwaj, executive director of corporate strategy at TTEC. “By

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Case Study: When You Have to Choose Between Core and New Customers

Harvard Business

She’d joined the company six weeks before, following a long stint as CMO of Atawear, a high-end sports apparel company. Market research had shown that committed maniacs like Toby were already shelling out that kind of money (sometimes more) just to travel to registration sites. “MMC isn’t a fashion trend.