Articles
Tag: alan porter
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What Do We Mean by Personalization?
Personalization should be built around developing empathy. It’s about understanding your customers.
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Employee vs. Customer Experience? Which Side of the Table Are You On?
In our connected new work environments, it’s difficult to disconnect our experience as employees from our experience as someone’s customer.
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Shouldn't You Know If a Lifetime Customer Stayed Here Before?
The hotel has data about every time I’ve stayed at its properties for the last 16 years. So why doesn't the front desk agent know if I've stayed there before?
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Want to Be a Customer Experience Leader? Then Look & Learn
Customer experience leaders can discover so much just by watching the world around them and it's an approach that will pay dividends.
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When Is a Bicycle Not a Bicycle and Other Questions to Ask When Implementing AI
Machine learning is not yet able to cope with unintended double-entendres.
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Digital Customer Experience Lessons From Getting My Car Serviced
How did my car dealership transform from virtually zero digital interactions to almost a fully DX? Easy. It listened to its customers and employees.
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Robert, HAL and What AI Fundamentally Helps Us With
As much as thinking about AI in fiction can either inspire or teach us cautionary tales, we now live in an age where AI has become a reality.
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6 Words for Customer Experience Leaders to Keep in Mind
As we look ahead to 2021 and beyond. these six words can provide a guideline for those of us in customer experience leadership positions.
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Crystal Ball Gazing: 5 Customer Experience Trends for 2021
No matter how clever we think we are in extrapolating future trends, reality has a habit of getting in the way.
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What Makes or Breaks Customer Loyalty?
Building digital trust isn't about collecting information to feed into your data lake. It’s about ensuring you meet your brand promise.
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When Customer Experience Needs a Human vs. a Machine
The machine/human divide is a sliding scale across the customer experience continuum.
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Is Your VoC Program All Talk and No Action?
Capturing the voice of your customer isn’t just about metrics, it’s about the stories behind the metrics.
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The Tale of a Table, 2 Stores and Why a Holistic Customer Experience Is Important
Developing a holistic view of the customer experience creates an ongoing cyclical relationship of trust, repeat business and peer marketing.
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Product Asset Management: Driving the Digital Supply Chain
When considering digital transformation strategies we must think beyond transforming one existing functional technology for another that is equally siloed.
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