Understanding Common Critical Aspects Of A Customer Experience Organization

“Yes, but don’t we need a team for that? What does that team look like?” I was talking to an executive recently about customer experience when she posed that question. The answer was not one that could be quickly provided. It depends deeply on the...

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Life Events: Serving Customers When and How It Matters Most

Babies. Jobs. Houses. Spouses. These are just a few examples of major events in people’s lives. They are the standard by which customer experience and marketing professionals must now drive experience design. Why? Life events are driven by emotion and are significant opportunities for companies...

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Give Your Business a Customer Service Reality Check or Your Customers Will Do It for You

If your online customer service doesn’t meet their expectations, 75 percent will try another channel, costing you an average of $22 million annually in escalation and other costs. That’s one sobering finding from Embrace Continuous Improvement To Power Customer Service Operations, a Forrester Research report...

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Six Strategies to Move Your CX Business Case from Solid to Sold

I don’t doubt you know how to build a business case for a customer experience initiative, or even the business case for a full-blown CX strategy. If not, you no doubt have people you work with who can cover all the main steps. I’m confident...

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