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CX Leader of the Year 2019
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Marketing
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Strategy
Technology
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Data
Data sharing still daunting despite GDPR
Strategy
Brand purpose delivers ad impact but can backfire
Technology
CMOs ignoring IT despite customer consequences
Sales
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Sales performance
CRM
Ecommerce
Ecommerce
Retailer warnings as ecommerce expectations rise
Sales performance
How to deal with difficult customers
CRM
The 2019 CRM buyer's guide
Service
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Management
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Contact centres
Foul-mouthed phonecalls harming agent morale
Management
How ABANCA created a customer-centric culture
Management
Who should own customer journey mapping?
Customer experience
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Engagement
Voice of the Customer
Loyalty
Loyalty
Lessons from RICOH Canada's CX journey
Voice of the Customer
7 proven ways to improve NPS
Loyalty
MBA in Customer Love: Could you pass the 10 tests?
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4 Ways to Improve Your Customer Service
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Stand and deliver – fulfilment is a CX challenge
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Customer emotion
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Customer emotion
4 Ways to Improve Your Customer Service
Customer emotion
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Cheat sheet: Employee engagement practices
Customer emotion
5 ways AI helps improve customer experience
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Resources
CX Leader of the Year 2019
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Cable-TV networks and print newspapers collect hundreds of dollars every year from every subscriber
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