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How 44 Years in Prison Can Influence Customer Experience Design

rowstartNov 30, 2015 7:04:00 PMrowbreakHow 44 Years in Prison Can Influence Customer Experience Designrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/McorpCX-Blog-Customer-Experience-Design.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/how-44-years-in-prison-can-influence-customer-experience-designrowend
I recently watched a pretty remarkable video on Al Jazeera about Otis Johnson, a 69-year-old man released from prison in August...
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Align Business and IT to Create a Better Customer Experience

rowstartAug 21, 2015 11:29:00 AMrowbreakAlign Business and IT to Create a Better Customer Experiencerowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/MCorpCX_Blog-IT_CX-1024x556.jpegrowbreakhttps://www.mcorpcx.com/resource-center/articles/align-business-and-it-for-better-customer-experiencerowend
Every company is a software company. Customer experience is a well-recognized pivot point that more and more organizations rely...
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Embracing Crowd-Powered Customer Service

rowstartJun 29, 2015 1:43:00 PMrowbreakEmbracing Crowd-Powered Customer Servicerowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/mcorpcx_blog-crowdsource_customer_service.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/embracing-crowd-powered-customer-servicerowend
Mobile-led, digitally-driven disruption creates massive opportunity to raise the bar on customer experience – and service. We’re...
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Five Lessons for CX Execs From The Port Authority of NY&NJ and Uber.

rowstartJun 21, 2015 12:49:00 AMrowbreakFive Lessons for CX Execs From The Port Authority of NY&NJ and Uber.rowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/mcorpcx_blog-lessons_for_cx_execs.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/five-lessons-for-cx-execs-from-the-port-authority-of-nynj-and-uberrowend
Oh, the irony - I love it when material for a speech just lands in my lap. I was at NextBank USA in New York this week,...
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Retail Customer Experience Pro Microsoft Shows Apple How Its Done

rowstartFeb 15, 2015 10:54:00 AMrowbreakRetail Customer Experience Pro Microsoft Shows Apple How Its Donerowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/mcorpcx-blog_021515_apple-customer-experience.gifrowbreakhttps://www.mcorpcx.com/resource-center/articles/apple-losing-luster-microsoft-comes-behind-race-deliver-delightful-customer-experiencesrowend
Any technology consumer (actually, businesses too) knows the answer to this question: Who delivers a better customer...
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Anticipating Customer Needs, Amazon (& Smart Customer) Style

rowstartAug 1, 2014 2:36:00 AMrowbreakAnticipating Customer Needs, Amazon (& Smart Customer) Stylerowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/25.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/anticipating-customers-needs-amazon-smart-customers-stylerowend
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

rowstartNov 7, 2013 6:11:00 PMrowbreak5 Customer Experience Lessons from the Interactive Mirrorrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/styleme-mirror.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/5-customer-experience-lessons-interactive-mirrorrowend
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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Understanding The Role of Empathy in Customer Experience

rowstartSep 26, 2013 1:37:00 AMrowbreakUnderstanding The Role of Empathy in Customer Experiencerowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/thinking_fast_and_slow.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/understanding-role-empathy-customer-experiencerowend
If you haven’t read the 2011 book Thinking, Fast and Slow, I’d suggest you do. Author and 2002 Nobel Prize winner Daniel Kahneman...
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Making Lemonade: Learning From Sour Customer Experiences

rowstartAug 15, 2013 1:04:00 AMrowbreakMaking Lemonade: Learning From Sour Customer Experiencesrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/lemonade.jpegrowbreakhttps://www.mcorpcx.com/resource-center/articles/making-lemonade-learning-from-sour-customer-experiencesrowend
Have you ever had a dismal customer experience and thought, "This Company has no clue what they're doing, do they?" Sadly, you’re...
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Is Tesla’s Customer Experience Driving Car Dealers Over the Edge?

rowstartJul 5, 2013 12:56:00 PMrowbreakIs Tesla’s Customer Experience Driving Car Dealers Over the Edge?rowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/tesla_model_s.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/is-teslas-customer-experience-driving-car-dealers-over-the-edgerowend
Car dealerships have long had a reputation for anticompetitive tactics and influential lobbyists. So it’s no surprise that Dealer...
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Customer Experience Management Strategy | A Better Approach to CRMs

rowstartJun 27, 2013 2:46:00 PMrowbreakCustomer Experience Management Strategy | A Better Approach to CRMsrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/Oracle-McorpCX.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/crm-systems-dont-capture-customer-experience-just-ask-oraclerowend
If CRM is your company’s “solution” for improving customer experience, you’re making a big (and shockingly common) mistake. Why?...
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How One Growing Company Impressed 559,861 People Last Weekend

rowstartApr 25, 2013 1:20:00 PMrowbreakHow One Growing Company Impressed 559,861 People Last Weekendrowbreakhttps://cdn2.hubspot.net/hubfs/32152/Imported_Blog_Media/razer-logo.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/how-one-growing-company-impressed-559861-people-last-weekendrowend
If you aren’t a gamer, then there’s a good chance you’ve never heard of Razer. Until last weekend, the company was mostly known...
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How Smart Are Your Touchpoints?

rowstartAug 2, 2012 8:45:00 AMrowbreakHow Smart Are Your Touchpoints?rowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/How-Smart-Are-Your-Touchpoints.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/how-smart-are-your-touchpointsrowend
Touchpoints are increasingly interactive (and smarter). As with the many disruptive technological innovations that came before,...
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Learn How to Make Smarter Choices & Satisfy Customer Expectations

rowstartApr 27, 2012 11:42:00 AMrowbreakLearn How to Make Smarter Choices & Satisfy Customer Expectationsrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/StupidCompanies.jpgrowbreakhttps://www.mcorpcx.com/resource-center/articles/instagram-vs-kodak-smart-customers-sidestep-stupid-companiesrowend
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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Co-Create a Better Customer Experience… With Your Customers

rowstartApr 27, 2009 6:03:00 PMrowbreakCo-Create a Better Customer Experience… With Your Customersrowbreakhttps://32152.fs1.hubspotusercontent-na1.net/hubfs/32152/social-listening.pngrowbreakhttps://www.mcorpcx.com/resource-center/articles/co-create-a-better-customer-experience-with-your-customersrowend
Listen, Act, Co-Create, Repeat In a classic article from 1986 entitled “What Gets Measured Gets Done,” Tom Peters says: “In the...
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