customer experience
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The human touch at the center of customer-experience excellence
More than ever, great customer experience depends on the human factor. That has major implications for how the customer-experience organization operates.
The public sector gets serious about customer experience
As public expectations rise, government agencies are doubling down on improving service delivery to delight their customers.
Citizen experience in government takes center stage
Treating citizens like customers to drive triple value impact.
How Customer Obsession Creates Accountability for Change
In this article, we’ll look at several organizations that are at the forefront of linking change efforts to customer experience.
Solving the Customer-Experience Puzzle: A Guidebook for Government Leaders
It takes focus to transform public-sector agencies to serve a diverse set of customers better. A ready reference—based on lessons from gov..
3 Ways Beyond NPS to Fully Understand B2B Relationships
The goal should always be to listen, analyze and act on your customer feedback, which cannot be captured by a single NPS metric.
The Most Successful Brands Focus on Users — Not Buyers
What makes a brand successful in the digital age?
Corporate Innovators Need Access To Customers
Why is it so difficult for corporate innovation teams to connect with a company’s existing customers?
How To Measure Your Customer’s Loyalty and CX
How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of ..
How Customer Service Experts Like Marriott Gather Customer Feedback And Promote Engagement
Ever wonder how companies that are expert in customer service (think: Marriott) gather and use customer feedback, and use it to promote em..