Customer Journeys, Customer retention and..., CX Professionals, CX Strategy, Technology 21/09/2015 Customer Journeys, Customer retention and..., CX Professionals, CX Strategy, Technology 21/09/2015

What has Customer Experience got to do with me, the Chief Information Officer?

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Customer retention and..., CX Measurement, CX Professionals, CX Strategy, People 08/09/2015 Customer retention and..., CX Measurement, CX Professionals, CX Strategy, People 08/09/2015

Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI)

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Customer Journeys, Customer retention and..., CX Strategy, Travel 02/09/2015 Customer Journeys, Customer retention and..., CX Strategy, Travel 02/09/2015

Ryanair 'always getting better' - has the world's largest international airline really changed?

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Customer Journeys, Customer retention and..., CX Strategy, Regulation 11/08/2015 Customer Journeys, Customer retention and..., CX Strategy, Regulation 11/08/2015

Customer Experience failure in the energy industry - exhibit 1 - British Gas

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Customer retention and..., CX Strategy 07/07/2015 Customer retention and..., CX Strategy 07/07/2015

The 'burning platform' Customer Experience misjudgment: Do something about it now before it's too late!

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Customer retention and..., CX Strategy, People, Recovery 06/07/2015 Customer retention and..., CX Strategy, People, Recovery 06/07/2015

‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal!

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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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Customer retention and..., CX Measurement, CX Professionals, CX Strategy 25/05/2015 Customer retention and..., CX Measurement, CX Professionals, CX Strategy 25/05/2015

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call

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Customer Journeys, Customer retention and..., CX Measurement, CX Strategy, Recovery 20/05/2015 Customer Journeys, Customer retention and..., CX Measurement, CX Strategy, Recovery 20/05/2015

Enterprise-Rent-a-Car: How to turn a 'promoter' into a 'detractor' in 1,2,3!

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Customer retention and..., CX Professionals, CX Strategy 15/05/2015 Customer retention and..., CX Professionals, CX Strategy 15/05/2015

Customer Strategy - the missing connection in Customer Experience

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CX Professionals, CX Strategy, People 07/05/2015 CX Professionals, CX Strategy, People 07/05/2015

Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience?

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Customer retention and..., CX Professionals, CX Strategy, People 29/04/2015 Customer retention and..., CX Professionals, CX Strategy, People 29/04/2015

Ignorance, Disbelief and Failure - lessons in how NOT to lead from the Orient - Leyton Orient!!

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CX Measurement, CX Strategy 15/04/2015 CX Measurement, CX Strategy 15/04/2015

The customer feedback experience - an experience not to be taken for granted!

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Communication Channels, CX Professionals, CX Strategy, People 01/04/2015 Communication Channels, CX Professionals, CX Strategy, People 01/04/2015

Customers + Employees = People. People = Business. Why Business is all about People

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Customer retention and..., CX Professionals, CX Strategy 24/03/2015 Customer retention and..., CX Professionals, CX Strategy 24/03/2015

What makes the the worlds #1 Customer Experience brands?

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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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Communication Channels, Customer retention and..., CX Strategy, Recovery, Social Media 04/03/2015 Communication Channels, Customer retention and..., CX Strategy, Recovery, Social Media 04/03/2015

The customer is not always right.....BUT be careful how you respond when you think they are not!

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Customer retention and..., CX Professionals, CX Strategy 17/02/2015 Customer retention and..., CX Professionals, CX Strategy 17/02/2015

Opinion or Reality? Does Customer Experience really make a difference?

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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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