March 10, 2017
Customer Experience in the Spotlight
I recently had the opportunity to speak on camera with Jeremy Maggs, a local business…
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May 16, 2019
Bring customer insight to life through personas: CX Mini Masterclass – E40
This CX Mini Masterclass explains how to put your Voice of Customer (VOC) insights to…
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May 9, 2019
Understanding Voice of Customer: CX Mini Masterclass – E39
This CX Mini Masterclass explains the Voice of Customer (VOC), how this differs from CX…
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May 2, 2019
Delivering luxury customer experience in the safari industry: interview with Troy Smith – E38
Troy Smith, the owner and managing director of True Africa, shares his perspective on understanding…
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May 2, 2019
Guest blogging for Kayako: 5 Ways to Empower Teams to Deliver Great Customer Service
The team at Kayako recently invited me to contribute as a guest writer for their…
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April 25, 2019
Customer experience culture starts with hiring: CX Mini Masterclass – E37
This CX Mini Masterclass explains how an organization's recruiting practices set the…
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April 18, 2019
Customer Strategy vs. business risk: CX Mini Masterclass – E36
This CX Mini Masterclass explains investigates how to find the balance between mitigating business risk…
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April 11, 2019
Customer Service without subservience: CX Mini Masterclass – E35
This CX Mini Masterclass explains how to fortify your organization's service culture through the concept…
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April 4, 2019
Insight on emerging consumer experience trends: interview with Ilenia Vidili – E34
Ilenia Vidili, founder of the Smarter Crew, shares her insights on emerging consumer trends, including…
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March 28, 2019
Taking on Net Promoter Score: CX Mini Masterclass – E33
This CX Mini Masterclass provides in-depth insight about Net Promoter Score (NPS). Show host and…
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March 21, 2019
Measuring customer experience through leading and lagging indicators: CX Mini Masterclass – E32
This CX Mini Masterclass explains the role of leading and lagging indicators in measuring customer…
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