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Experience
Experience
19th Oct 2018
“Our feedback programme has changed our culture”
18th Oct 2018
Why customer journey research has gone wrong
17th Oct 2018
4
Forget NPS - measure customer needs instead
16th Oct 2018
How The Dorchester Collection empowers its staff
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24th Sep 2018
How do you measure your employee engagement?
21st Sep 2018
The perils of changing a popular loyalty programme
Popular resources
28th Sep 2018
The ROI of digital customer engagement
Nuance
2nd Oct 2018
Tactics to achieve customer service excellence
redk
25th Jun 2018
Customer journey mapping research report 2018
Quadient
17th Sep 2018
The VoC Guide 2018: Best practices & case studies
Confirmit
19th Jul 2017
A framework for your brand to measure & improve CX
15th Oct 2018
How will John Lewis' rebrand benefit customers?
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Engagement
9 sample customer journey maps to learn from
Loyalty
Forget NPS - measure customer needs instead
Engagement
Examples & techniques of customer journey mapping
Voice of the Customer
How to encourage customer feedback
Engagement
Why customer journey research has gone wrong
Voice of the Customer
“Our feedback programme has changed our culture”
9th Oct 2018
How to encourage customer feedback
When it comes to collecting customer feedback, brands shouldn't fret about the odd negative review. It should be about about getting the...
2nd Oct 2018
CX now a core responsibility for CIOs - report
Most UK CIOs are being asked by company boards to help them enhance customer experiences with IT. While chief information officers (CIOs)...
1st Oct 2018
6
The four key drivers of employee engagement
Numerous studies highlight the irrefutable link between customer experience and employee engagement. So what drives an engaged workforce?...
28th Sep 2018
CX: The battleground for retailers' futures
The retail industry is at the highest risk of being disrupted by new market entrants, with customer experience being the battleground for...
20th Sep 2018
1
The 2018 VoC buyer's guide
20th Sep 2018
CX interviews: A day in the life of Stuart Fearn
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19th Sep 2018
Best practices for monitoring digital CX
19th Sep 2018
Why ignoring customer feedback can be a good thing
17th Sep 2018
The VoC Guide 2018: Best practices & case studies
17th Sep 2018
Make employee experience part of your CX day job
14th Sep 2018
Digital transformation of CX: How to measure ROI
13th Sep 2018
How to use customer feedback to improve your staff
12th Sep 2018
1
2 ethical ways to use Nudge Theory for CX success
10th Sep 2018
5
Do happy staff really lead to happy customers?
6th Sep 2018
Why financial services cannot restore trust
5th Sep 2018
1
Infographic: Customer churn costing billions
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