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Need to Know - CX Strategy and Design

Prep for 2024 with a clear CX strategy. Identify key customer experiences, streamline planning, and check out our practical...
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Accelerating Customer Centricity through CX Training and Education

Consistent CX training and development across your organization can rapidly increase customer relations and retention. In this...
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The Importance of Human-Centric Design in Digital Transformation

Companies are investing heavily in digital transformation, with a Research and Markets report projecting the global market to be...
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Digital Experience: The New Heart of Customer Engagement

We all know (don’t we?) that digital customer experience is being driven by the many disruptive forces changing the face of the...
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Seven Top Digital Customer Experience Trends for the Next Five Years

The digital transformation trends that could make all the difference in how your customers experience you. You’re almost...
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Re-skill, Up-Skill and Transform Your Workforce

Align and educate your people around a digital-first, customer-centric approach. Whether it’s new technology, geopolitical...
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5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)

In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing...
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14 Ways To Enable Digital Customer Experience Transformation

Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer...
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Successful Customer Experience: 3 Critical Things CX Leaders Get Right

When we look at customer experience leaders today, it’s unsurprising there are a number of things they have in common. When...
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Where a Digital Customer Experience Fails: When It’s Not Designed…

With Thanksgiving turkey a distant memory - replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in...
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Case Study: Delta Airlines – When Digital Customer Experience Goes Bad

There’s little debate on the critical nature of getting digital customer experience right. There isn’t a customer experience...
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Bad B2B Experience? The “Anti-Customer” Model

We spend a lot of time talking about the value of things like customer centricity, transparency and the importance of designing...
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Improving Patient Experience: 5 Disruptive CX Examples

According to PwC, more than half of consumers want to shop for healthcare...but their preferred method of doing so doesn’t exist...
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Should Your CIO Drive CX?

What every CIO must know to bridge the customer experience technology gap… A couple of weeks ago, we published a white paper...
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Mobile Customer Experience Is a Must. Make Sure You Plan Accordingly

Don’t (just) listen to us on this; listen to your customers. As customer experience experts, we look at our client organizations...
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Align Business and IT to Create a Better Customer Experience

Every company is a software company. Customer experience is a well-recognized pivot point that more and more organizations rely...
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Millennials, Myths, the Digital Experience Divide

Why you should care about Millennials (Hint: They’re not just consumers…) Generation Y. Digital Natives. The Net Generation....
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Rebates and Their Impact on the Retail Customer Experience

The changing role of rebates in the era of the smart customer
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What Is Innovative Customer Experience?

A Month of Tweets You May Have Missed What is innovative customer experience? Experiences that make every interaction totally...
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Customer Experience and Big Data (5 Ways to Leverage Your Information)

What if you were able to know, with near certainty, that your customer would prefer one specific product over another – and that...
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Anticipating Your Customers' Needs, Amazon (and Smart Customers) Style

Either Mr. Bezos and his team of strategists read our book (did you get the copy we sent you, Jeff?) and/or Bruce Kasanoff and I...
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5 Customer Experience Lessons from the Interactive Mirror

Where might you end up if you set out to deliver an immersive, in-store shopping experience for cross-channel, fashion-obsessed...
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In a Connected World, Touchpoints Need More than a Fresh Coat of Paint

Email messages, social media, targeted ads, mobile apps, and SMS all make it possible for companies to stay in contact with...
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A Digital Customer Experience Case Study: Sephora’s Supremacy

A few years ago, I wrote Digital Experience: The New Heart Of Customer Engagement that makes the point that digital experience...
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Five Ways to Earn Customer Trust

Earn Customer Trust It’s difficult enough that companies are losing influence with their digitally-enabled smart customers. Even...
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5 Lessons Your Company Can Learn From the Cupcake ATM

What do we want? Sugar! When do we want it? Now! Earlier this year, Los Angeles-based cupcake bakery Sprinkles launched the...
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How Smart Are Your Touchpoints?

Touchpoints are increasingly interactive (and smarter). As with the many disruptive technological innovations that came before,...
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Instagram vs. Kodak: Smart Customers Sidestep Stupid Companies

When a pre-revenue company with about a dozen employees gets a $1 billion Silicon Valley payday, tongues wag. Did Facebook pay...
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