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 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 Leadership, CX Strategy, Retail 02/03/2017 Customer retention and..., CX Leadership, CX Strategy, Retail 02/03/2017

Waterstones - Is it right to do whatever it takes to improve the business AND the Customer Experience?

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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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Customer Journeys, Customer retention and..., CX Strategy, People, Retail 08/12/2015 Customer Journeys, Customer retention and..., CX Strategy, People, Retail 08/12/2015

Personal; Reliable; Trusting - Customer Experience Lessons from Independent Businesses

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Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 14/10/2015 Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 14/10/2015

Broken Promises: the easiest way to destroy the Customer Experience!

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Customer retention and..., CX Professionals, CX Strategy, Financial Services, Retail 08/10/2015 Customer retention and..., CX Professionals, CX Strategy, Financial Services, Retail 08/10/2015

Authenticity - the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

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Customer Journeys, Customer retention and..., People, Recovery, Retail, Social Media 25/08/2015 Customer Journeys, Customer retention and..., People, Recovery, Retail, Social Media 25/08/2015

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

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Communication Channels, Customer Journeys, Customer retention and..., Regulation, Retail, Travel 18/08/2015 Communication Channels, Customer Journeys, Customer retention and..., Regulation, Retail, Travel 18/08/2015

Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience

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Customer Journeys, Customer retention and..., CX Professionals, CX Strategy, People, Retail, Travel, CX Training 01/07/2015 Customer Journeys, Customer retention and..., CX Professionals, CX Strategy, People, Retail, Travel, CX Training 01/07/2015

The wonderful sound of Customer Experience: Tales from South Africa

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Customer retention and..., CX Strategy, Recovery, Retail, Social Media 22/06/2015 Customer retention and..., CX Strategy, Recovery, Retail, Social Media 22/06/2015

Lessons in authentic leadership from ao.com: It's not First Time Resolution - it's Personal Resolution!

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Channels, Customer Journeys, CX Strategy, Retail, Technology 17/03/2015 Channels, Customer Journeys, CX Strategy, Retail, Technology 17/03/2015

Shopper Centricity: re-designing the high street store customer experience

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Customer Journeys, Customer retention and..., CX Strategy, Retail, Travel 04/02/2015 Customer Journeys, Customer retention and..., CX Strategy, Retail, Travel 04/02/2015

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams

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Channels, Customer Journeys, Customer retention and..., Retail, Social Media 14/01/2015 Channels, Customer Journeys, Customer retention and..., Retail, Social Media 14/01/2015

Falling out of love with John Lewis - even the best find it tough to deliver consistently good customer experiences

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Communication Channels, Customer retention and..., Retail 09/12/2014 Communication Channels, Customer retention and..., Retail 09/12/2014

'Happy Birthday Mr Glodnig'!! How NOT to create a good impression with customers!

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Channels, Customer Journeys, Retail 31/10/2014 Channels, Customer Journeys, Retail 31/10/2014

1914 Vs 2014: When was the best time to be a customer?

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Customer retention and..., CX Strategy, Retail 24/10/2014 Customer retention and..., CX Strategy, Retail 24/10/2014

Shareholder or Customer First? The difference between Tesco and Amazon

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Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 08/09/2014 Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 08/09/2014

The magic of Disney - now that's what I call a Customer Experience!

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Customer Journeys, CX Strategy, Retail 14/08/2014 Customer Journeys, CX Strategy, Retail 14/08/2014

‘More than just the product’ – the evolution from product centric to customer centric

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