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There’s saturation of Covid-19/coronavirus blogging these days, so I’m mostly avoiding it. Naturally with a caveat like that, this’ll be a post about…Coronavirus of course. But this isn’t about coping or stress or health-in-a-lockdown or how-everything-will-be-different or whatnot. Right...
Everyone — including me — is vying for your attention. We live in a noisy world, bombarded by advertisements, news, campaigns, emails, messages, and social media notifications. So, how can a business build trust and credibility in today’s noisy world? This deceptively simple, relevant...
Customer experience annuities are a compelling source of growth that is commonly overlooked. As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value...
Did you miss this webinar? Check out the link below: https://www.cxpa.org/viewdocument/partners-in-cx-how-cx-leaders-can It’s never been more challenging for organizations to deliver unforgettable customer experiences (CX). Around 40% of customers will change brands...
In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis...
One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That...
This post originally appeared at https://www.linkedin.com/pulse/big-mistake-people-make-ai-colin-shaw/ ) Artificial intelligence (AI) has been around for decades and mostly used in a science-fiction context. As a result, many people are either terrified of it or assume it is as inexplicable...
I once helped a company which made several different products and offered many different services build out a Voice of the Customer (VoC) program. Here were two mistakes they were making: Their first mistake was that they defined their Customers by their own products and services. One of the...
In 2018, $900 billion of the $1.3 trillion spent on digital transformation (DT) initiatives was wasted, with 70% of DT initiatives failing to reach their goals. Still, CEOs and senior executives ranked DT as their top concern for their 2019. This puts customer experience (CX)...
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This study, the first of its kind in India, aims to understand how effortful Indian consumers find their service providers. In this first edition, we look at four of the largest consumer segments of the Indian market: Retail, Telecom, Insurance, and Banking. #CXStrategy #2018
Terragni_Making It Easy – The India EAS Index_2018 Summary.pdf
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