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Customer Experience

Forget Satisfaction, Learn What’s Vital to Customers

Nick Wreden -

CRM Fear Factor: When Is It OK To Say No to a Customer?

Silvana Buljan -

Should the Focus Be on Customers’ Experience or Loyalty?

Jeff Marr -

Mobile Phone Operator? You’re It!

Gwynne Young -

The Power of One: How Wells Fargo Builds Loyalty With Frontline Service

Bob Thompson -

All About Me? Not: How Some Online Reward Programs Belie Technology’s Promise

Howard Schneider -

Give Computers the Gift of Gab

Tricia Schneider -

Self-Service and Consultative Goods: Some Things Can’t Be Bought Online; They Must Be Sold

Gregg Freishtat -

Don’t Let Self-Service Push Your Customers Away: Why You Should Consider Transaction-Based Solutions

Andy Holcombe -

Passionate Employees Are the Fast Track to Revenue Growth

Lior Arussy -

“Customer First” Teams Can Help Companies Succeed

Michael Lowenstein -

Are You Experienced … at Tapping Into the Customer Experience?

Paul Greenberg -

Make Customer Strategies Work: An Interview With Lior Arussy

Lior Arussy -

“Inside Out” Corporate Behavior: Airlines Take Passengers for a Ride Before the Flight

Colin Shaw -

Select Service Providers With Listening in Mind

Bill Price -

View It as a Revenue Center, Not a Cost Center

Denis Pombriant -

Real-Time Decisioning: Aligning Competing Customer Service Goals Is Not a Fairy Tale

James Fiorda -

Who’s Calling? Identify and Route Inbound Callers for Optimum Value

Robert Tate -

Why Is Customer Service Still Failing To Benefit From CRM Investment?

Marina Hop -

Customer-Driven Training: Use the Voice of the Customer To Maximize Your ROI

Jodie Monger -
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The 90 Days Roadmap to CCXP offers key benefits for Customer Experience professionals
In need of continuous professional development and certification? The 90 Days Roadmap to CCXP blended-learning program encourages ongoing growth in CX, keeping you updated on the latest trends and best practices in Customer Experience. Get full preparation for professional certification as a CCXP or CXS. Join before the kickoff session begins!

The Petrova Experience CX Strategy Conference, 10/1, in NYC
Celebrate CXDay with New York Times, Aibnb, JetBlue, Pfizer, more.

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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