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Key questions brands need to consider before the can truly create a differentiated customer experience strategy

A recurring theme of the programmes I run with customer experience teams all over the world is that in today’s volatile and ultra-competitive environment, good is rarely good enough to win. The quest for brand managers and customer experience specialists is to deliver a value proposition that’s different (from their competitors), in ways that are relevant and […]

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Increase Top-to-Bottom Customer Experience Collaboration – 5 key statements

Customer experience should be front of mind for all teams within an organisation, but how do you ensure collaboration across all levels of the business? Customers connect with their selected brands in a mind-boggling variety of ways. They want fast, flexible and responsive service across all touch points, in real-time and right now. The challenge for […]

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