News
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Chatbot or Human? Combine Both to Achieve Customer Service Success
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Companies across industries are shifting toward an automated approach to customer relations. With the help of chatbots, businesses can reduce their ...

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Signature Bank Strengthens Its Service for Institutional Investors Through New Partnership
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MR18/1.4 –  Our merchant survey questionnaire
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Here we ...

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MR18/1.6 – Responses to our consultation on our proposed approach to the profitability analysis
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Here, we ...

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MR18/1.5 Responses to our consultation on the merchant survey questionnaire
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Here, we ...

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Shield Healthcare: Serving the Poor, Poorly
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Sometimes when you tug on the thread of a small customer service failure, you unravel a big skein of much knottier problems. That happened when Shield ...

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Just Wait Till Next Year
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For the last 15 years I've written year end articles on where we've been and where we're going in CRM and more broadly in tech. This year it struck me ...

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Q2 2019 Gifts, hospitality and expenses: Chris Hemsley
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This document ...

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The New Killer KPI for Personal Digital Banking: Moment-of-Need to Resolution
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The New Killer KPI ...</p>
									  	
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Adobe Executive Predicts People Will Not Ditch Bank Branches for Online Banking
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Adobe Executive ...</p>
									  	
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Effective Loan Pricing – Why It’s Imperative Now More than Ever
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Effective Loan ...</p>
									  	
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