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  • Report Customer Experience Drives Revenue Growth, 2016

    Comparing The Revenue Performance Of CX Leaders And Laggards
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

  • Report Does Customer Experience Really Drive Business Success?

    Business Case: The Customer Experience Ecosystem Playbook
    July 15, 2015 | Harley Manning

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

  • Report IT Operations Financial Management Helps The Business Control Its Service Consumption

    Case Study: Service Management Financials At Nationwide Mutual Insurance
    January 21, 2009 | Peter O'Neill

    A new and urgent imperative is emerging in IT operations. As business users' expectations of IT continue to rise, many IT operations groups lack the business maturity to effectively demonstrate the...

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