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, 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 retention and..., CX Leadership, CX Strategy, Financial Services, Recovery, Retail 22/05/2018 Customer retention and..., CX Leadership, CX Strategy, Financial Services, Recovery, Retail 22/05/2018

Transform or Die! Business Transformation is No Longer Optional

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Customer retention and..., CX Culture, People, Recovery, Travel 10/05/2018 Customer retention and..., CX Culture, People, Recovery, Travel 10/05/2018

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

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Communication Channels, CX Leadership, People, Recovery, Travel 19/03/2018 Communication Channels, CX Leadership, People, Recovery, Travel 19/03/2018

Customer unhappiness and how to create it. A masterclass by Emirates

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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, Customer retention and..., CX Leadership, Recovery, Travel 02/05/2017 Customer Journeys, Customer retention and..., CX Leadership, Recovery, Travel 02/05/2017

Actions MUST speak louder than Words: United Airlines eat humble pie!

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Customer Journeys, Customer retention and..., CX Leadership, People, Recovery 25/04/2017 Customer Journeys, Customer retention and..., CX Leadership, People, Recovery 25/04/2017

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!

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Customer Journeys, CX Leadership, People, Recovery 06/03/2017 Customer Journeys, CX Leadership, People, Recovery 06/03/2017

Experience the Experience: Walking in the Shoes of Your Customers and Employees

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Customer Journeys, Customer retention and..., Recovery 16/11/2016 Customer Journeys, Customer retention and..., Recovery 16/11/2016

Customer Engagement: a masterclass from United Biscuits

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Customer Journeys, Customer retention and..., Recovery, Telecoms 02/11/2016 Customer Journeys, Customer retention and..., Recovery, Telecoms 02/11/2016

Random & Unintentional Customer Experiences: an example from BT

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Customer Journeys, CX Leadership, Recovery, Travel 13/09/2016 Customer Journeys, CX Leadership, Recovery, Travel 13/09/2016

Heaven or Hell? What Customer Experience vacation memories do you have this year?

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Customer Journeys, Customer retention and..., Recovery, Travel 18/07/2016 Customer Journeys, Customer retention and..., Recovery, Travel 18/07/2016

How to spectacularly fail your customers and damage your brand – by British Airways

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Customer Journeys, Customer retention and..., People, Recovery 04/07/2016 Customer Journeys, Customer retention and..., People, Recovery 04/07/2016

"Oh when you smilin', when you smilin' The whole world smiles with you" - do happy customers = better customer experiences?

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Communication Channels, Customer Journeys, Customer retention and..., People, Recovery, Travel 16/03/2016 Communication Channels, Customer Journeys, Customer retention and..., People, Recovery, Travel 16/03/2016

The British Airways pilot who got off his bum! How to wow customers with the unremarkable

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Customer Journeys, Customer retention and..., CX Strategy, People, Recovery, Retail, Social Media 07/03/2016 Customer Journeys, Customer retention and..., CX Strategy, People, Recovery, Retail, Social Media 07/03/2016

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

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Customer Journeys, Customer retention and..., People, Recovery, Retail 09/02/2016 Customer Journeys, Customer retention and..., People, Recovery, Retail 09/02/2016

They say elephants never forget... but what about customers?

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Communication Channels, Customer Journeys, Customer retention and..., CX Professionals, People, Recovery 16/11/2015 Communication Channels, Customer Journeys, Customer retention and..., CX Professionals, People, Recovery 16/11/2015

Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer

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Customer Journeys, Customer retention and..., People, Recovery, Travel 05/11/2015 Customer Journeys, Customer retention and..., People, Recovery, Travel 05/11/2015

Do you know what 'it' feels like? Why experiencing your customer AND employee journeys is so important!

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Customer retention and..., CX Professionals, People, Recovery, CX Training 19/10/2015 Customer retention and..., CX Professionals, People, Recovery, CX Training 19/10/2015

People – Never Underestimate How Important They Are in the World of Customer Experience

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