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The Digital Customer Experience Improvement Playbook For 2020

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 Build Executive Buy-In For Your CX Transformation

    Resonate With Executives, Seek Out Champions, And Build Alignment
    January 9, 2020 | Angelina Gennis

    Many customer experience (CX) pros struggle to convince executive leadership to believe in and take action toward becoming a customer-obsessed organization. Competing priorities and disagreement on...

  • Report Customize Your CX Champions Program

    Build A Program To Grow CX Culture And Expand Organizational Impact
    November 26, 2019 | Angelina Gennis

    Customer experience (CX) champions or ambassadors programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspect of CX teams' efforts and...

  • Report Case Study: The CX Transformation That Revitalized HP's Printer Business

    How A New CX Implementation Process Led To Successful Product Launches And Millions In Savings
    July 12, 2019 | Angelina Gennis

    The Hewlett-Packard split resulted in HP Inc. (HP) owning the computer and printer business during a time when the printer market was becoming increasingly commoditized with pockets of decline. A...

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