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michael cooper
Member Since: 9th Feb 2020
Blogger

Michael has worked for 25 years internationally leading change in Experience Management (XM) - Customer Experience (CX), Customer Experience Management (CEM) and Employee Experience (EX) within the telco market and now works independently as a consultant.

He believes CX is vital but has become overhyped and poorly executed,  too often ignoring the Brand promise and business mission.

michael cooper
Independent Consultant
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4th Mar 2020

Is the CX train in danger of hitting the buffers?

To reduce CX failure rates CX practitioners must start managing expectations, align to the relevant business model and Brand Promise, and...
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