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Seven CX Jobs to Watch Is there a place for you in this growing field?   |
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CX Pros Can Make Their Mark Big challenges -- and big opportunities -- lay ahead for customer experience professionals |
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November 2013
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Hungry for Customer Intelligence Customer experience professionals must satisfy appetites company wide. |
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December 2015
Harley Manning |
Can Better Customer Experience Improve Your Bottom Line? A correlation exists, but it depends on your industry, your competitors, and your customers |
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August 2014
Patrick Gibbons |
Is It Time to Moneyball Customer Experience? Create a competitive advantage by looking at data through a broader lens. |
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May 2015
Patrick Gibbons |
Catalysts for Change Customer experience leaders can make a big impact in their business operations |
CRM
October 2012
Leonard Klie |
Oracle's Latest Branding Initiative Central to its CRM strategy is the company's Customer Experience (CX) Suite. |
CIO
September 14, 2012
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5 Things CIOs Need to Know About CX CX (or customer experience) has become critically important to doing business. If you're not already checking in with how your customer sees your business, it's time to start. |
CRM
May 2015
Bruce Temkin |
To Improve Customer Experience, Engage Your Employees For better business results, give employees the support they need |
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September 2015
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Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers |
CRM
August 2014
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Customer Experience Management Is on the Road to Maturity Companies that lag behind must move from 'fluff' to 'tough.' |
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January 2016
Oren Smilansky |
How to Craft a Clear and Effective CRM Strategy Guidelines for tackling some of the common barriers on the road to CRM nirvana |
CRM
July 2012
Leonard Klie |
Customer Service Climbs Firms' Priority Lists Mobile and online experiences also seen as key business objectives in the immediate future. |
CRM
January 2016
Robert Wollan |
B2B Customers Want a Good Experience, Too Products and pricing alone won't cut it; B2B vendors need to deliver valued experiences |
CRM
November 11, 2011
Leonard Klie |
Companies Fail the Test with Metrics New research from the Temkin Group suggests that while executives at many companies feel they are doing a good job with their customer experience metrics, very few of them are actually passing the test. |
CRM
August 2013
David Myron |
Don't Fall Into the Tactical Trap Graduating from tactical thinking to strategic thinking requires changes in your organization's people, processes, and technologies. Some of the columns in this month's issue bear this out. |
CRM
December 18, 2012 |
Angel Unveils New Outbound Campaign Manager A cloud-based tool gives businesses the flexibility and insight to proactively create personalized customer experiences. |
CRM
December 4, 2015
Oren Smilansky |
2015 Gilbane Conference Day Two: Companies Must Personalize Content for Global Markets Analysts and executives shared their approaches to global customer experience management, including shaping messages for -- and gathering insight on -- local markets. |
CRM
December 1, 2015
Oren Smilansky |
B2B Companies Are Struggling With CX, and It's Eating at Their Bottom Lines An Accenture study finds that business-facing companies are failing to deliver the experiences their customers expect. |
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March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
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August 13, 2015
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Know Your Customer's Moments of Truth With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view. |
