Customer Experience Blog
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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
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CX Design Across High & Low Involvement Options: An Interview with DAVIDsTEA (Blog 2 of 3)
How hard are customers willing to work? We found that successful companies are offering customers the option to work as hard as they want while remaining loyal to the brand. We set out to … more
