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Latest thinking
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Standing Tall with Customer Experience
Today’s post has been co-authored by Debbie Szumylo, the Manager, Customer Experience at Thomson Reuters Elite. Follow Debbie on Twitter for a constant stream of…
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The Ultimate Driver of CX Success
(Image courtesy of Unsplash) Today’s post has been written by Scott Bateman, a passionate CX professional who is the General Manager, Business Performance and…
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Ticketing Troubles
(Image courtesy of Unsplash) “The world needs tickets, it doesn’t need ticketing agencies.” I’m paraphrasing Bill Gates and praying for some sort of disruption…
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What Sets The Best Customer Experience Companies Apart
(Image courtesy of Unsplash) My first post for 2016 was written with companies in mind that were starting out on their customer experience journey. I…
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One Tip For 2016
It’s the beginning of a new year so no doubt you’ve already read a number of posts containing predictions, resolutions and trends for 2016.…
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More than a metric: Is this why some people hate Net Promoter Score?
Today’s post was written by Ebenezer Banful, a customer experience practitioner who has worked with many leading brands on culture change and customer experience.…
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The Secret To Making Your CX Initiative A Success
The difference between your latest CX initiative being a flavour of the month buzzword with little effect and an embedded program that has lasting…
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Bad Profits Hurt Business
“The purpose of a business is to create and keep a customer.” – Peter Drucker Not all profits are good profits. A bad…
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6 Sources of Customer Understanding
(Image courtesy of Unsplash) Why are you in business if you are not focussed on helping customers achieve their goals? What’s the point of…
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Strategy Recommendations for Organisations at Differing Stages of the CX Lifecycle
INTRODUCTION No matter where you are along the Customer Experience journey, you can always be further along; you can always be doing something else…