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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
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Report Journey Centricity: Learn From The Leaders
How To Get The Balance Right Between Your Firm's Operational Levers For Transformation
June 1, 2020 | Joana de QuintanilhaCustomer-obsessed leaders across industries are transforming their firms toward journey centricity. Why? Because journeys are their customers' lived realities, which are rarely the same as the...
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Report The UK Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
November 13, 2019 | Joana de QuintanilhaHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....