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Customer Experience
Contributor: Adrian Swinscoe
Posted: 04/17/2017
Are You Truly Engaging With Your Customers?
As firms are looking at strategy and budgets for next 12-18, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. Now, customer service and overall customer experience is pretty easy to understand. At least, it’s pretty straight forward to gauge what is good, Full Article »
Posted: 04/20/2017
CX TALK: How Monarch Bank’s Employees Become Brand Icons
Nancy Porter is the SVP, Marketing & Sales at Monarch Bank. In an interview at the Customer Experience Exchange for Financial Services: US she spoke about:The importance of culture and how they make sure employees are their walking and talking brand iconsThe most important aspects of a CX strategyWhy training, marketing & sales are under on Full Video »
Contributor: Zarina de Ruiter
Posted: 11/22/2015
Interview with the Retail Director at Artisan du Chocolat about their customer experience strategy, the key to employee and customer retention and how they’re delivering a consistent customer service during the busiest time on the retail calendar. Danny Andrea is the Retail Director for Artisan du Chocolat, where she is responsible for all the in- Full Podcast »
Contributor: Jim Champy
Posted: 04/19/2017
Jim Champy
Most so-called “transformational change” efforts fail. It’s difficult, if not impossible, for an organization to change everything at once. Yet enterprises are challenged to adapt quicker than ever to compete and survive. But where should they begin? Every change needs to start with a compelling case. Full Column »
Posted: 11/07/2016
NPS Data Customer Experience Success
Net Promoter Score (NPS) has become the most widely accepted measure of customer loyalty and retention. It is also the only customer experience metric proven to be a leading indicator of a company’s growth potential and financial health. For companies using NPS as part of their customer experience management (CEM) programme, one of the most common Full Whitepaper »