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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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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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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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CX in a Box
Organizational Adoption of CX

CX in a Box

ByMohamed Latib Posted onMay 24, 2017September 6, 2020 Updated onSeptember 6, 2020
0 Comments

If we can order something on Amazon Prime and it…

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The Eleven Sacred Cows of Customer Experience
Customer Centricity CX Strategy Organizational Adoption of CX Webinar

The Eleven Sacred Cows of Customer Experience

ByMohamed Latib Posted onApril 5, 2017December 19, 2020 Updated onDecember 19, 2020
1 Comment

Download the Sacred Cows eBook How does your organization hold…

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CXU 2016 Performance Results: Online Courses
Customer Centricity CX Strategy Experience Design Metrics and ROI Organizational Adoption of CX Press Release VOC and Customer Insights

CXU 2016 Performance Results: Online Courses

ByCX University Posted onFebruary 27, 2017 Updated onFebruary 27, 2017
0 Comments

Since the launch of CX University in late 2015, the…

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Reduce Employee Effort for a Great Customer Experience
CX Strategy Employee Engagement Organizational Adoption of CX

Reduce Employee Effort for a Great Customer Experience

ByAnnette Franz Posted onOctober 31, 2016September 6, 2020 Updated onSeptember 6, 2020
0 Comments

There’s a lot of talk about how much effort a…

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How to Create an Effective Business Case for CX
Metrics and ROI Organizational Adoption of CX

How to Create an Effective Business Case for CX

ByNancy Porte Posted onOctober 11, 2016September 6, 2020 Updated onSeptember 6, 2020
0 Comments

Customer experience requires funding and funding requires a strong business…

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Why Good Relationships Matter to VOC Program Success
Organizational Adoption of CX VOC and Customer Insights

Why Good Relationships Matter to VOC Program Success

ByTony Bodoh Posted onSeptember 7, 2016September 6, 2020 Updated onSeptember 6, 2020
0 Comments

Author’s Note: This is the fourth of a series of…

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