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Great customer experience doesn’t just happen. It is planned, designed and mindfully delivered. That’s because there is ...

Designing Your World Around Your Customers’ Experiences Learning how to be more customer-centric sure sounds good. But i...

Books Were Never the Endgame Since its founding 28 years ago, Amazon has reached near mythic status for its superior ser...

In a customer-centric organization, everyone has an “experience influencing” role. Customer centricity is a way of doing...

A few years ago, I wrote Digital Experience: The New Heart Of Customer Engagement that makes the point that digital expe...

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