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Author Archive | Qaalfa Dibeehi

The futurist: DNA and customer experience

Blog post by on October 25, 2012

For those of you who have read our book “Customer Experience: Future trends and Insights” will know that I spend a bit of time thinking about the coming future of neurologically modulated customer experience which I refer …

Why a bank analyst found no payoff in customer experience

Blog post by on September 17, 2012 Editor's Pick

A recent article in the New York Times by Nathaniel Popper presents what looks like a tricky problem for customer experience experts. The article “Bank Analyst Sees No Payoff in a Customer-Friendly Focus” tells the story of …