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 Leadership, CX Professionals, CX Strategy 20/02/2017 Customer Journeys, Customer retention and..., CX Leadership, CX Professionals, CX Strategy 20/02/2017

The cost of NOT focusing on Customer Experience

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Customer Journeys, Customer retention and..., CX Leadership, CX Measurement, CX Professionals, CX Strategy, Financial Services 24/01/2017 Customer Journeys, Customer retention and..., CX Leadership, CX Measurement, CX Professionals, CX Strategy, Financial Services 24/01/2017

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

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Customer Journeys, Customer retention and..., CX Leadership, CX Measurement, CX Professionals, CX Strategy, People, CX Training 18/01/2017 Customer Journeys, Customer retention and..., CX Leadership, CX Measurement, CX Professionals, CX Strategy, People, CX Training 18/01/2017

How to Embed a Customer Experience Framework 

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Customer retention and..., CX Leadership, CX Measurement, Telecoms 19/12/2016 Customer retention and..., CX Leadership, CX Measurement, Telecoms 19/12/2016

How NOT to ask for customer feedback: a shocking example from Sky TV

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Customer retention and..., CX Leadership, People 14/12/2016 Customer retention and..., CX Leadership, People 14/12/2016

Do your people 'make' your Customer Experience? Monarch & Specsavers believe theirs do!

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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 retention and... 08/11/2016 Customer retention and... 08/11/2016

FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club

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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 retention and..., CX Leadership, CX Professionals, CX Strategy 04/10/2016 Customer retention and..., CX Leadership, CX Professionals, CX Strategy 04/10/2016

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

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Customer retention and..., People 12/08/2016 Customer retention and..., People 12/08/2016

Just tell me the truth! Who are the 'winners' of the 'can customers really trust' them Olympics?

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Customer retention and..., CX Measurement, CX Professionals, CX Strategy 09/08/2016 Customer retention and..., CX Measurement, CX Professionals, CX Strategy 09/08/2016

CUSTOMER CULTURE: How does it drive future business performance?

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Customer Journeys, Customer retention and..., CX Strategy 27/07/2016 Customer Journeys, Customer retention and..., CX Strategy 27/07/2016

Find, Win, Keep: A simple customer centric business strategy

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Communication Channels, Customer retention and..., CX Leadership, People, Travel 19/07/2016 Communication Channels, Customer retention and..., CX Leadership, People, Travel 19/07/2016

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

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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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Customer retention and..., CX Professionals, CX Strategy 14/06/2016 Customer retention and..., CX Professionals, CX Strategy 14/06/2016

Customer Experience Commitment - 2016 Customer Centricity Research Findings

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Customer retention and..., CX Measurement, CX Professionals, CX Strategy, CX Training 23/05/2016 Customer retention and..., CX Measurement, CX Professionals, CX Strategy, CX Training 23/05/2016

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

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Customer Journeys, Customer retention and..., CX Measurement, Regulation, Travel 12/05/2016 Customer Journeys, Customer retention and..., CX Measurement, Regulation, Travel 12/05/2016

The Transparent Customer Experience: how measurement can benefit both company & customer

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Customer Journeys, Customer retention and..., CX Professionals 09/05/2016 Customer Journeys, Customer retention and..., CX Professionals 09/05/2016

'I am a Customer' - Guest Post written by and in memory of Sean Tomlinson

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