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Thought Leadership Articles

CX’s Biggest Problem is Finding the RIGHT Problem

In 1936 Union Pacific Railroad had a client problem. They saw their customer experience problem as a need to help their mining clients more quickly...

6 Steps to Earn an Outstanding Net Promoter Score

A key business metric for any company is how willing customers are to recommend your product or service to others. One of the easiest...

Is It Worth Winning Back Lost Customers?

Why the answer may not always be yes, and how to know when to say no You can be certain that any article that uses...

For Real CX Success, Don’t Just Fix Potholes. Create Peak Moments

Where do CX practitioners go to get inspired? Customers, colleagues, peers in other companies, other industries, online communities like CustomerThink—all can share fresh ideas...

Think Tank Discussions

Is it possible to compete with Amazon and win?

For businesses everywhere, this is becoming an increasingly relevant question. Not long ago most business could just ignore Amazon and say to themselves that’s fine for them in retail they are not operating in our industry. Well, times are changing, a...

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