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Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance
Employee Engagement

Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance

ByMohamed Latib Posted onJuly 9, 2018September 6, 2020 Updated onSeptember 6, 2020
0 Comments

Employees want to feel a sense of commitment to their…

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What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?
Employee Engagement

What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?

ByMohamed Latib Posted onApril 26, 2018September 6, 2020 Updated onSeptember 6, 2020
0 Comments

Self-organizing models of governance, like holacracy, are comprehensive approaches to…

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Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration
Organizational Adoption of CX

Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

ByMohamed Latib Posted onMarch 29, 2018September 6, 2020 Updated onSeptember 6, 2020
1 Comment

People live in their own functional domains. They have their…

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Bad News for CEOs: You can’t compete your way to superior customer experience
Organizational Adoption of CX

Bad News for CEOs: You can’t compete your way to superior customer experience

ByMohamed Latib Posted onMarch 22, 2018September 6, 2020 Updated onSeptember 6, 2020
0 Comments

For a Customer Experience (CX) initiative to succeed, it needs…

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A Simple Way to Increase Graduation Rates (without increasing the budget)
Experience Design

A Simple Way to Increase Graduation Rates (without increasing the budget)

ByMohamed Latib Posted onMarch 6, 2018September 6, 2020 Updated onSeptember 6, 2020
1 Comment

Graduation rate is an extremely significant metric for every senior…

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Customer Experience Is Either Everybody’s Business, or Nobody’s Business
Organizational Adoption of CX

Customer Experience Is Either Everybody’s Business, or Nobody’s Business

ByMohamed Latib Posted onFebruary 20, 2018September 6, 2020 Updated onSeptember 6, 2020
0 Comments

Until maybe 20 years ago, people were fine with businesses…

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A Prerequisite for Customer Centricity and Transformative Growth
Customer Centricity

A Prerequisite for Customer Centricity and Transformative Growth

ByMohamed Latib Posted onFebruary 13, 2018September 6, 2020 Updated onSeptember 6, 2020
0 Comments

As soon as an organization wants to embrace a change…

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Are small businesses missing out on Customer Experience as a way to grow?
VOC and Customer Insights

Are small businesses missing out on Customer Experience as a way to grow?

ByMohamed Latib Posted onFebruary 6, 2018September 6, 2020 Updated onSeptember 6, 2020
0 Comments

Do you know how much small and medium-size businesses (SMEs)…

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Which is more integral to success: Digitization or customer experience?
CX Strategy Organizational Adoption of CX

Which is more integral to success: Digitization or customer experience?

ByMohamed Latib Posted onJanuary 30, 2018September 6, 2020 Updated onSeptember 6, 2020
0 Comments

In an era when disruptors like Uber, Netflix, and Amazon…

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My Experience Ruined by Moose
Customer Centricity Experience Design

My Experience Ruined by Moose

ByMohamed Latib Posted onMay 25, 2017September 6, 2020 Updated onSeptember 6, 2020
0 Comments

I just returned from a wonderful annual conference of the…

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