I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed they live off of to the giant tortoises whose ...
Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs, you become the first choice.
You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too.   Some frontline employees are CX naturals. They have an intrinsic understanding of what it means to be customer-centric in the work they ...

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