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 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 Journeys, Customer retention and..., Recovery, Travel 04/08/2015 Customer Journeys, Customer retention and..., Recovery, Travel 04/08/2015

'The 'e' in easyJet does not stand for empathetic' - the real cost of sticking to the rules!

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Customer retention and..., CX Professionals, People, Recovery 13/07/2015 Customer retention and..., CX Professionals, People, Recovery 13/07/2015

Re-defining NO! Re-focusing your people on the art of the possible

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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 Journeys, Customer retention and..., Social Media, Travel 15/06/2015 Customer Journeys, Customer retention and..., Social Media, Travel 15/06/2015

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

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CX Professionals, People, CX Training 09/06/2015 CX Professionals, People, CX Training 09/06/2015

Transformational Leadership - the key to unlocking the competencies of Customer Experience Professionals

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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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22/04/2015 22/04/2015

TALKING is easy. STARTING is harder..... but SUSTAINING is the hardest Customer Experience challenge of all!

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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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