Customer Effort: How To Measure It Right
One of the areas of customer experience and digital transformation that people are struggling with is measurement.
How do you measure...
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Why Accounting and Finance Needs a Seat at the Digital Transformation Table
When I talk to people about digital transformation the conversation soon turns to customer experience.
The trouble for many...
One customer versus the business? "today once one knows something, they all know".
This short video (link below) on the BBC news site caught my attention earlier this week.
It talks about how one company FabFitFun a US...
How Customer Experience Impacts Financial Performance
I've just seen somebody ask a question on Linkedin "has anybody had any experience of winning business through social?"
There are then a...
Hard Truths for Marketers Driving Digital Experience
I posted on Twitter the other day about the fact that nobody looks at adverts anymore.
Somebody responded (they will be in the business of...
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