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Customer Experience

What Should You Do to Drive In-store Sales During a Recession?

Sampson Lee -

A New Look at Bad CRM

Marshall Lager -

IBM launches Voice of Customer Analytics (VOCA). Will it be friend or foe to EFM vendors?

Bob Thompson -

Social Media Hype – How Far Do We Take It?

Lior Arussy -

Capturing the Voice-of-the-Country Regarding Health Care Reform

Tony Lopresti -

Use Peer-to-Peer Support Channels to Improve Customer Experience

Toby Richards -

Why Your Affinity Program Might Be Falling Short

Chip Bell -

Your loyalty is not worth what we said it was: the pitfalls of devaluing customer loyalty points

Jim Barnes -

Designing an Integrated TCE (Total Customer Experience) Model for Financial Services

Sampson Lee -

Distributor – Where have our Supply Partner Sales People Gone?

Frank Hurtte -

Westpac patronises customers; will customers patronise Westpac?

Francis Buttle -

Capturing Leads from the Web

Zeynep Cancelik -

The Common Sense Questions To Ask

Zeynep Cancelik -

Need to find that lost Document?

Zeynep Cancelik -

CEO to CEO

Zeynep Cancelik -

CRM Integration to Financial Applications

Zeynep Cancelik -

CEO to CEO

Zeynep Cancelik -

Discount or Die?

Charles Nicholls -

How to turn mission into vision

Joseph Michelli -

Surveys, customers and Listening 2.0

Axel Schultze -
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Leader's Guide to Contact Center Excellence
Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.

Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives can show business value. Explore how Customer Success can be used as a "North Star" to create value for your customers and improve CX ROI.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies
CustomerThink founder and author Bob Thompson reveals the five organizational habits of successful customer-centric businesses.

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