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The Digital Customer Experience Improvement Playbook For 2021
Improve Digital Customer Experiences
The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience...
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Report Case Study: Nissan Transforms CX And EX Through Seven Customer Journeys
How Nissan Embraced A Journey-Centric Operating Model To Deliver Customer Value And Business Growth
December 10, 2020 | Joana de QuintanilhaSince 2018, Nissan has been on a path to transform its legacy systems and operating model to create a best-in-class integrated customer journey in order to grow its customer base, reduce costs, and...
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Report Delight The Right Customers To Build A Successful Business
June 9, 2020 | TJ KeittBusinesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...
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