Articles
Tag: phil britt
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Want to Improve Your Customer Experience? Find What's Working and Build From There
"The ultimate goal of your CX audit is to give every person who engages with your company ... a way to be seamlessly successful in your new environment."
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Are Your Customer Experiences Driving Customer Loyalty?
While companies strive to deliver great customer experience, at times their efforts only drive short-term results.
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Key Factors in Developing an Excellent Mobile Insurance App
Like banks, brokerages and others in the financial services industries, insurers have developed mobile apps designed to enhance customer cx.
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Does Your Customer Experience Team Reflect Your Customer Base?
As customer bases grow increasingly diverse, it’s essential your customer experience team represents that diversity.
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Are All Your Different KPIs at Odds With Your Customer Experience?
Different departments work towards different KPIs, which can negatively impact the customer experience. Alignment is the way forward.
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How Marketers Can Break Their Third-Party Data Habit
Marketers offered seven ideas for successfully moving on from third-party data.
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How Financial Services Weathered the Switch to the Online World
Face to face interactions were long the mainstay of financial services, but institutions are learning how to adapt to an increasingly online world.
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How to Develop Dynamic Customer Experience Practices
CX is a constantly moving target, changing as customer needs, expectations and more evolve. Here are the foundations of a flexible CX practice.
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Customers Are Factoring Employee Treatment Into Buying Decisions
“Drivers of choice are increasingly going to be related to other factors outside of what a company is offering,” said Victoria Sakal.
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Where the Customer Experience Focus Is Shifting in the Immediate Future
Striving to Increase trust, reducing marketing noise, a renewed focus on UX: just a few ways businesses see CX changing in the near future.
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Don't Let Your CX Efforts Go Bust Over the Holidays
Even the strongest customer experience program is put to the test during the holiday season. Here are some tips to prepare.
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What it Takes to Create a Digital Customer Experience Strategy Today
Without knowing where it stands, a company can’t move forward with its customer experience.
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What Skills Do Customer Experience Managers Need?
An effective CX program depends in no small part on having the right manager in place to lead the way.
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Bring Customer Loyalty Under the Customer Experience Umbrella
Why is there such a disconnect between loyalty and customer experience efforts, and how can they be more aligned?
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