Implementing CX programs is like any other organisational innovation. It all starts with good intentions, but too big of a scale or too narrow a scope can both miserably fail to prove any value to the organisation. Here are our most important considerations when deploying a CX program, so it doesn’t come all crumbling down […]

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It makes much more sense to involve people from different roles in the process of customer satisfaction measurement and improvement, rather than leave the whole responsibility to a single point of contact from your organisation.  

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To optimize customer experience companies should pay close attention to the points of break where prospective and existing clients drop from the customer journey. As this could happen at virtually any stage, our holistic approach combines studies of brand image and brand equity with customer acquisition and customer experience analytics. This comprehensive formula helps companies across industry to measure the […]

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The insurance market has a vast area of untapped opportunities that lie in underused data. With the help of powerful data anaylytics companies can put the customer in the center of their business. Its biggest value lies in improving customer service management. A satisfied customer is cheaper to retain and data analytics models help companies […]

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One thing is for certain – That the customer and customer experience management are now King. Digital advances have driven a complex ecosystem where customers can buy products and services via multiple touch points quickly and easily. It is also no longer who is cheapest, has the best value or even the best product or […]

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