Customer Experience Blog
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CX during COVID-19: Five lessons learned
During COVID-19, customer experience has been more important than ever before. For many organizations, getting CX right can improve results in a new and uncertain world. Here are five … more
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The new world is customer-centric: How to close the CX gap in 2020 and beyond
The future of business is customer-centric. But most businesses are operating in the past
Enabled by a boom in technology, customer expectations are changing faster and growing more sophisticated … more
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Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation
Product features and benefits once ruled the day. Success of a department store depended on what brands it stocked. Success of a network depended on what shows it broadcast.
In the age of digital, … more
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Fundamental Change Required to Improve Customer Experience
At its October meeting, the CMA’s CX Council discussed organizations that really understand customer centricity, and “naturally” drive a great customer experience. … more
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CX Design Across High & Low Involvement Options: An Interview with Cineplex (Blog 3 of 3)
We set out to understand how companies are designing CX to meet the needs of high-and low-involvement customers to grow their business and increase customer loyalty.
Our third interview in this … more
