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Thought Leadership Articles

Your CX Is Stuck, Now What? 7 Tips to Get Moving in the Right...

2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience...

A CX No-No: Cross-Culture NPS Comparisons

I was prepared for the worst. It was a short domestic flight in France so I thought I would gamble on EasyJet. I had some experience...

Outcome-Driven Innovation Brings Deep Insights To Hardware And Software Development

While customer insights have driven hardware and software development for years, Outcome-Driven Innovation (ODI) takes customer-centered innovation to the next level. Whether a company is investing...

The Accidental Customer Experience

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched...

Think Tank Discussions

What does “Customer Experience” really mean? Text analytics sheds some light

Experts don't have the final say on what becomes a common meaning of a word or term. What does "customer experience" really mean, based on analyzing 20,000+ CX posts on CustomerThink?

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