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		<title>The 5 fastest ways to get past AI customer service chatbots — here&#8217;s what actually worked at Amazon, Optimum, Walmart, AT&#038;T and more</title>
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		<dc:creator><![CDATA[Claudia Baratto]]></dc:creator>
		<pubDate>Mon, 15 Jun 2026 15:02:42 +0000</pubDate>
				<category><![CDATA[Omnichannel Customer Experience]]></category>
		<category><![CDATA[AI Customer Service]]></category>
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		<title>Starbucks’ loyalty update is driving frequency as membership grows</title>
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		<dc:creator><![CDATA[Cristina Anna Rossi]]></dc:creator>
		<pubDate>Mon, 04 May 2026 10:31:19 +0000</pubDate>
				<category><![CDATA[Omnichannel Customer Experience]]></category>
		<category><![CDATA[customer experience]]></category>
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		<title>How Can Sentiment Analysis Be Used to Improve Customer Experience?</title>
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		<dc:creator><![CDATA[Claudia Baratto]]></dc:creator>
		<pubDate>Tue, 25 Mar 2025 10:29:09 +0000</pubDate>
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		<title>Factors driving the gap between customer expectations and satisfaction</title>
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					<comments>https://newsletter-wp.osservatori.net/ocx/factors-driving-the-gap-between-customer-expectations-and-satisfaction/#respond</comments>
		
		<dc:creator><![CDATA[Irene Galantini]]></dc:creator>
		<pubDate>Mon, 09 Sep 2024 16:16:38 +0000</pubDate>
				<category><![CDATA[Omnichannel Customer Experience]]></category>
		<category><![CDATA[Artificial Intelligence]]></category>
		<category><![CDATA[customer experience]]></category>
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		<title>Center of Excellence: The Antidote to Failed Customer Experience Programs</title>
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		<dc:creator><![CDATA[Ilaria Nicolosi]]></dc:creator>
		<pubDate>Fri, 26 Jul 2024 15:24:59 +0000</pubDate>
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		<category><![CDATA[CoE]]></category>
		<category><![CDATA[customer centricity]]></category>
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		<title>Banca di Asti: ottimizzare la gestione delle richieste dei clienti con una piattaforma Cloud</title>
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		<dc:creator><![CDATA[Ilaria Nicolosi]]></dc:creator>
		<pubDate>Mon, 03 Jun 2024 09:22:34 +0000</pubDate>
				<category><![CDATA[Omnichannel Customer Experience]]></category>
		<category><![CDATA[cloud]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer satisfaction]]></category>
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		<title>La loyalty secondo Goldenpoint</title>
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		<dc:creator><![CDATA[Ilaria Nicolosi]]></dc:creator>
		<pubDate>Mon, 11 Mar 2024 08:36:59 +0000</pubDate>
				<category><![CDATA[Omnichannel Customer Experience]]></category>
		<category><![CDATA[customer experience]]></category>
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		<title>Conversational AI: la tecnologia per interazioni personalizzate</title>
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		<dc:creator><![CDATA[Andrea Meroni]]></dc:creator>
		<pubDate>Thu, 22 Feb 2024 08:29:04 +0000</pubDate>
				<category><![CDATA[Omnichannel Customer Experience]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[chatbot]]></category>
		<category><![CDATA[conversational AI]]></category>
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		<title>Three Customer Experience Strategies To Improve Customer Satisfaction And Loyalty</title>
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		<dc:creator><![CDATA[Irene Galantini]]></dc:creator>
		<pubDate>Fri, 02 Feb 2024 13:20:10 +0000</pubDate>
				<category><![CDATA[Omnichannel Customer Experience]]></category>
		<category><![CDATA[customer experience]]></category>
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		<title>ACEA: RICEVE DA RINA ATTESTAZIONE SU MISURAZIONE SODDISFAZIONE CLIENTI</title>
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		<dc:creator><![CDATA[Irene Galantini]]></dc:creator>
		<pubDate>Fri, 19 Jan 2024 13:30:02 +0000</pubDate>
				<category><![CDATA[Omnichannel Customer Experience]]></category>
		<category><![CDATA[customer satisfaction]]></category>
		<category><![CDATA[utility]]></category>
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