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Tag: customer experience

A Tale of two Companies

A Tale of two Companies

CategoriesNews, PeoplePosted on May 12, 2020May 12, 2020
Can you afford to screw up Customer Service in a post-pandemic world? With the growing e-commerce industry, more so in the post-pandemic world today, the need for logistics and shipping services is one bright spot with many other industries like cruise and airlines being hit hard. With many orga…
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Healthcare and Customer Experience

Healthcare and Customer Experience

CategoriesNews, ProcessPosted on March 23, 2020March 23, 2020
When we talk about Customer Experience or CX, many of us immediately think of our bank or our telco, or perha…
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Coffee Lessons for Customer Experience

Coffee Lessons for Customer Experience

CategoriesPeople, ProcessPosted on March 4, 2020March 4, 2020
As a serious coffee aficionado, I can't get through a day without several cups of this delicious, aromatic br…
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More technology not always equals better CX

More technology not always equals better CX

CategoriesTechnologyPosted on March 2, 2020March 2, 2020
In a start-up and technology focused world, many businesses and organizations look to technology to be the so…
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Leadership & CX

Leadership & CX

CategoriesPeoplePosted on May 17, 2019May 17, 2019
Whenever we work with clients on optimizing or enhancing their customer experience (CX), there is a metho…
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Potholes and Bumps on your CX Journey

Potholes and Bumps on your CX Journey

CategoriesTechnologyPosted on July 27, 2018
Here's an interesting experience I've encountered recently about a few times so it bears being reported. A big American coffee chain replaces its customer loyalty card with an app. This is fairly common today - in fact, as a customer, please don't give me physical cards. I hate carrying them around …
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CX Interface to watch: Voice

CX Interface to watch: Voice

CategoriesTechnologyPosted on May 26, 2017July 13, 20180 comments on CX Interface to watch: Voice
In the days before the smartphone, sending text and email from a standard phone keypad was an exercise in itse…
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Are you sidelining your mobile experience?

Are you sidelining your mobile experience?

CategoriesTechnologyPosted on May 17, 2017July 13, 20180 comments on Are you sidelining your mobile experience?
Recently, I had some trouble withdrawing money from an ATM machine. The error displayed was rather unhelpful s…
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