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Convenience Over Privacy [Infographic]

I remember sitting with Mercedes-Benz executives a number of years ago to engage in a discussion of something I thought was revolutionary at the time. By way of background, Mercedes-Benz USA owned and operated a dealership in Manhattan, which leaders used as a “test and learn” lab for customer experience innovation. The discussion I am…

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Convenience over Privacy? Paying Attention to Consumer Trends

I remember sitting with Mercedes-Benz executives a number of years ago to engage in a discussion of something I thought was revolutionary at the time. By way of background, Mercedes-Benz USA owned and operated a dealership in Manhattan, which leaders used as a “test and learn” lab for customer experience innovation. The discussion I am…

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Technology: A Blessing & A Curse to Customer Experience Delivery

I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery…  “It was the best of times, it was the worst of times,…

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