Communication Channels, Customer Journeys, CX Leadership, CX Measurement, CX Professionals, Technology 09/04/2020 Communication Channels, Customer Journeys, CX Leadership, CX Measurement, CX Professionals, Technology 09/04/2020

CEMantica - turning sticky notes into actionable insights

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Customer Journeys, CX Leadership, CX Measurement, CX Professionals, CX Strategy, Technology, CX Training 01/04/2020 Customer Journeys, CX Leadership, CX Measurement, CX Professionals, CX Strategy, Technology, CX Training 01/04/2020

Customer Journey Mapping - are 'static' maps a waste of time and money?

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Customer Journeys, CX Leadership, CX Professionals, CX Strategy, People, Recovery, Retail, Travel 14/01/2019 Customer Journeys, CX Leadership, CX Professionals, CX Strategy, People, Recovery, Retail, Travel 14/01/2019

The lost suitcase - the sad reality of customer experience evolution

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Customer Journeys, CX Culture, CX Leadership, CX Professionals, CX Training 26/09/2018 Customer Journeys, CX Culture, CX Leadership, CX Professionals, CX Training 26/09/2018

Is your organisation interconnected? The employee - customer chain

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Customer Journeys, Customer retention and..., CX Leadership, CX Professionals, CX Strategy 13/08/2018 Customer Journeys, Customer retention and..., CX Leadership, CX Professionals, CX Strategy 13/08/2018

What really makes customers happy?

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Customer Journeys, CX Culture, CX Leadership, CX Professionals, CX Strategy 07/08/2018 Customer Journeys, CX Culture, CX Leadership, CX Professionals, CX Strategy 07/08/2018

The Accidental Customer Experience

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Customer Journeys, Customer retention and..., CX Leadership, CX Strategy 03/08/2018 Customer Journeys, Customer retention and..., CX Leadership, CX Strategy 03/08/2018

How NOT to survive in a disrupted world - the case study of UK retailer, FatFace

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Customer Journeys, CX Professionals 05/07/2018 Customer Journeys, CX Professionals 05/07/2018

Into the Unknown! The parallel universe of self-publishing - the experience of publishing a book about customer experience!

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Customer Journeys, Customer retention and..., CX Culture, CX Leadership, Recovery 26/06/2018 Customer Journeys, Customer retention and..., CX Culture, CX Leadership, Recovery 26/06/2018

So What?! There are plenty more customers where he came from!

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Customer Journeys, Customer retention and..., CX Culture, CX Leadership 27/02/2018 Customer Journeys, Customer retention and..., CX Culture, CX Leadership 27/02/2018

The Customer Experience Million Dollar Question: Will my customer come back?

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Customer Journeys, Customer retention and..., CX Leadership, Regulation, Travel 12/01/2018 Customer Journeys, Customer retention and..., CX Leadership, Regulation, Travel 12/01/2018

Customer or Hostage? The unfortunate story of the UK passenger rail industry

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Customer Journeys, CX Professionals, Travel 11/12/2017 Customer Journeys, CX Professionals, Travel 11/12/2017

Customer Experience – Kyoto-style: By Beth Richardson

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Customer Journeys, Customer retention and..., CX Leadership, People 22/11/2017 Customer Journeys, Customer retention and..., CX Leadership, People 22/11/2017

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

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Customer Journeys, Customer retention and..., Travel 13/11/2017 Customer Journeys, Customer retention and..., Travel 13/11/2017

'Welcome to our kitchen'! Would you have the courage to invite customers into the inner workings of your company?

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Customer Journeys, Customer retention and..., People, Social Media, Travel 17/10/2017 Customer Journeys, Customer retention and..., People, Social Media, Travel 17/10/2017

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

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Customer Journeys, Customer retention and..., CX Leadership, CX Strategy 27/09/2017 Customer Journeys, Customer retention and..., CX Leadership, CX Strategy 27/09/2017

WANTS and NEEDS - When it comes to customers do you really know the difference?

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Customer Journeys, Customer retention and..., CX Professionals 14/07/2017 Customer Journeys, Customer retention and..., CX Professionals 14/07/2017

With customer experience design, functional is good. But don't stop there - by Beth Richardson

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Customer Journeys, CX Leadership, Travel 21/06/2017 Customer Journeys, CX Leadership, Travel 21/06/2017

The Customer Experience Reality Check! The case of Manchester Airport

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Customer Journeys, Customer retention and..., Recovery, Travel 05/06/2017 Customer Journeys, Customer retention and..., Recovery, Travel 05/06/2017

Eurostar est Shambolique: It’s not just the airlines who need to get their act together

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Customer Journeys, CX Leadership, CX Measurement 09/05/2017 Customer Journeys, CX Leadership, CX Measurement 09/05/2017

Customer Experience Benchmarking: beware how you use it!

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