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Customer Experience
Contributor: Jonathon Little
Posted: 01/11/2017
Data Law
Jonathon Little, Partner at Jones Day, talks about what changing data Protection laws mean for global customer experience and insight professionals. 2016 has been a big year for data privacy. After more than four years of consideration, the EU has implemented a fundamental review of its data protection laws. Consequently, an updated regime will co Full Article »
Posted: 01/12/2017
Citi Changing Culture Customer Experience
Frank Eliason is the former Global Director, Client Experience at Citi. In this presentation at the Customer Experience Exchange for Financial Services: US, he talked about the culture of customer experience, and how it is changing. “Customers want simplicity, but what we tend to offer is complexity,” Frank said. So how do you counteract this? Wat Full Video »
Contributor: Zarina de Ruiter
Posted: 11/22/2015
CX Leaders
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 »
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 »