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Are we Becoming Masters of our own CX Destiny?

Michael Wooh
April 2015
Businesses are increasingly focused on the customer experience, but what is the impact of our own behavior as customers on the experience we receive?

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Building Loyalty by Orchestrating End-To-End Customer Journeys

Stacey Nevel
Bob Thompson
Bill Price
March 2015


In this webinar, Stacey Nevel, Director, Customer Experience Management, Confirmit, discussed the role Journey Mapping plays in delivering a ‘seamless experience’ across both digital and brick-and-mortar landscapes.

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Mobile's Impact on Insurance - How to Leverage It For Your Advantage

Miguel Ramos
March 2015


Mobile technology is changing the way insurers, agents and producers interact with customers today. The insurance industry is increasingly faced with new challenges and opportunities as companies seek to acquire and better serve customers who use mobile devices to manage virtually every aspect of their lives. 

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Creating a True End-to-End Voice of the Customer Program

Creating an amazing customer experience cannot be a half-hearted effort. In this best practice tips video our customer expert, Jim Katzman, Senior Director at Asurion, explains how top companies operationalize the Voice of the Customer at every level of the organization.

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Multi-Channel Approach – a Real World Example

In this best practice tips video our customer expert, John Buglass, Global Phone Studio Director at RONIN, provides a real-world example of how they executed a successful multi-channel program to collect customer insights for a multi-national Fortune 500 automotive manufacturer.

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Barriers to Customer Centricity

Many companies track Net Promotor Scores®, but to what end? What is the value of a good NPS and why do we bother? In this best practice tips video our customer expert, Alain Thys, Chairman of FutureLab and CC-I3, discusses the tangible return on investment of striving toward a strong NPS®

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Mapping the Direct-to-Consumer Path to Purchase

While many companies are skilled when it comes to listening to their customers, relatively few are equally skilled at taking the right actions to drive positive organizational change. In this best practice tips video our customer expert, Steve Mast, President of Delvinia, discusses the importance of taking action to achieve both “quick wins” and long-term strategic improvements.

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Engaging Leaders in Customer Journey Mapping

Customer journey mapping is a crucial first step in developing a comprehensive Voice of the Customer program. But, as with any project, customer journey mapping requires full support and buy-in from business leaders in order to be successful. In this best practice tips video our customer expert, Tracy Scott, Senior Director, Customer Listening and Analytics for NetApp, provides tips on how you can engage leaders who will drive the success of your customer journey mapping projects.

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The Mind of the Mobile Market

Mobile technology has infiltrated every aspect of our lives yet many businesses are still struggling to find the best ways to leverage mobile. In this best practice video our customer expert, Roddy Knowles, Director of Mobile Research with Research Now, provides some best practice tips to help you execute a powerful mobile feedback and research strategy.

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