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Category: Process

The Better Experience

The Better Experience

CategoriesNews, ProcessPosted on June 21, 2022June 24, 2022
Call Centers. Everyone has them. Some are really legacy, like banks. Others are pretty newer. Most customers are not fond of them. Whose fault is it then? Is it the organization's fault that customers hate their call center? Or perhaps it is the vendor's fault for selling a substandard…
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Healthcare and Customer Experience

Healthcare and Customer Experience

CategoriesNews, ProcessPosted on March 23, 2020April 19, 2021
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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Lessons from a home renovation

Lessons from a home renovation

CategoriesNews, People, ProcessPosted on September 19, 2019September 19, 2019
Recently, I've had to engage a home contractor to redo the tiles in my bathroom. The whole project took a lot…
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Removing Customer Friction Points

Removing Customer Friction Points

CategoriesProcessPosted on October 8, 2018October 9, 2018
Stuck trying to improve your overall customer experience? Here's a tip: remove customer friction points. …
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How to destroy Customer Experience

How to destroy Customer Experience

CategoriesNews, ProcessPosted on July 14, 2018June 14, 2021
When you have a premium product or service but the whole experience doesn't measure up - don't waste your time and money. Like a wise old master once said, "Do or do not. There is no try." That is not how you build a fantastic Customer Experience. Airbus launched the world's largest passenger aircra…
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5 reasons Business Process Outsourcing can help CX

5 reasons Business Process Outsourcing can help CX

CategoriesNews, People, ProcessPosted on April 19, 2018July 13, 2018
Whether you're a start-up or an established company, these five reasons are sure to make you rethink if there …
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Changing Culture before Strategy

Changing Culture before Strategy

CategoriesNews, ProcessPosted on March 11, 2018July 13, 2018
Brandt International does many consulting and management interventions around Change Management, Business Tran…
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