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ROI on Customer Experience is as simple as replacing these APPS

Some might reason I am a bit of an “appsoholic” as I just cannot help myself when new apps are released. I have little self-control and just have to experience them! So the download begins …   More often than not the app is rubbish, which is why I love my iPhone even more than my applications. It is just …

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The Customer Experience ripple effect

In celebration of Global CX Day on 5 October 2016 it is perhaps time to look at Customer Experience with a different lens on …   Almost daily we hear “I hate calling call centres, they are useless” or  “Don’t even bother going to that shop, the queues are horrendous”. We sometimes see customers lose it completely (it happens to …

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Celebrating Global Customer Experience Day on 5 October 2016 – a tribute to brand warriors!

As 5 October approaches, Customer Experience professionals worldwide are preparing for a celebration of acknowledgement, knowledge sharing and showcasing of Customer Experience stories from around the globe.   As each time zone awakes, there will be gatherings, online discussions, webinars, social media buzz and general excitement and igniting of ideas.   What is customer experience (CX)? I define it as …