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Forrester 16 Nov 15
In theory: Brand, CX, and Marketing have converged.
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Brian Atkinson - Passionate about Cloud CX 16 Nov 15
"Although leaders pay attention to competitors, they obsess over customers" - Jeff Bezos, Amazon
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Melih Özgül 16 Nov 15
So true! That gap is getting bigger and bigger
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Forrester 16 Nov 15
Brands tend to under-communicate in the Use phase leaving customers feeling neglected
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Stuart Gavurin 30 Oct 15
Lori Wizdo just showed a Mercer example which was designed and developed by us at Shocked but pleased
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Forrester 16 Nov 15
You can't afford to overlook your customers' emotional experience:
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Forrester 16 Nov 15
Knowing if good drives business success requires evaluating its impact on revenue -
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Forrester 17 Nov 15
Executives want to be leaders, yet managers are mostly busy fixing bad experiences
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Forrester 16 Nov 15
Does really drive revenue growth? Yes, when your customers can easily leave you
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Forrester 17 Nov 15
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Teija Kuustonen 17 Nov 15
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Troy Monney 16 Nov 15
discussing the CX Causal Chain at , CX does contribute to financial outcomes.
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Anjali Lai 16 Nov 15
"We are human beings creating memorable experiences for other human beings"-Reuben Arnold
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Megan Burns 17 Nov 15
CEO of Ryanair did an about-face in his perspective on CX.
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Rachael Klehm 22 Oct 15
emotion drives loyalty; loyalty drives business
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Forrester 17 Nov 15
The 7 steps to becoming customer-obsessed; how to achieve transformation
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Forrester 16 Nov 15
"We'd rather our people fail at improving than not try at all," Reuben Arnold, SVP, Marketing & , Virgin Atlantic
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Megan Burns 17 Nov 15
Volvo: "If people are proud to work for a brand they'll show it when they interact with customers."
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Forrester 17 Nov 15
To be a leader, you have to build experiences that: 1) add new customer value, 2) are meaningfully different
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Forrester 17 Nov 15
"To improve, we have to look at ourselves through the eyes of the customer," Andreas Schlegel on at Volvo
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