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Customer ExperienceHow to Improve NPS: 10 Tips That Can Make All the DifferenceIt’s Friday afternoon, but Jayne is not feeling the Friday vibes. Instead, she’s feeling dread: It’s time for her weekly email to the CEO reporting...4 min read
Customer ExperienceCritical Thinking: The Skill Gap That’s Hurting CXFor years, Ben’s company enjoyed high customer retention. His team regularly received feedback praising their value-led service, practical advice, and innovative thinking. But when the...8 min read
Customer ExperienceCX in 2024: 10 Ways AI Will Make a DifferenceWith or without AI, customer experience decides whether your brand has “loyalty power” or will end up in the graveyard of dead ones. Why? Enriched...4 min read
Customer Experience4 Reasons Why Clients Want You to Drive Project ManagementProject management consultant Joe was in for a pleasant surprise. Although they’d recently been making major investments in AI and automation, one of his long-standing...5 min read
Customer ExperienceHow to Lose a Client in 10 Days: A Project Manager’s GuideAmbar was the most diligent project manager at an IT consultancy… until her company deployed an AI-led approach to project management. No, her role wasn’t...6 min read
Customer ExperienceCrisis Management: How to Rebuild Trust After a SetbackIn the dynamic landscape of business, trust is the cornerstone of successful relationships between companies and their customers. However, even the most reputable organizations may...7 min read
Customer ExperienceHow Brands Erode Trust (And 5 Ways Not To!)Ever heard of the saying: “Trust takes years to build, seconds to break, and forever to repair”? This timeless adage holds particularly true in the...7 min read
Customer ExperienceConsistency in Customer Experience: Building Trust Over TimeMaking a good first impression on your customer and taking that first step to build trust is easy. However, maintaining that same impression and building...14 min read
Customer ExperienceLeading Customer Retention Strategies for 2024: Top 10 Tactics with Actionable ExamplesWhile customer experience trends vary, one key goal always remains the same: customer retention. While attracting new customers is always exciting, the value of retaining...7 min read
Customer ExperienceHow to Build Strong Relationships With Your CustomersIn today’s competitive business landscape, building trust with customers is more critical than ever. One of the most powerful ways to cultivate trust? Delivering an...8 min read
Customer ExperienceHow to Elevate Customer Experience in the Holiday SeasonWhile there are plenty of holidays throughout the year, for many of us “the holiday season” immediately brings Christmas to mind. It’s no surprise, then,...4 min read
Customer ExperienceBankWorld 2024: Our TakeawaysAre we heading into a recession or not? While there’s a lot of talk about a “soft landing” for the US economy, many prominent leaders...4 min read
Customer ExperienceCan AI Play an Authentic Role in Elevating CX for HR Teams?Even as you plan your talent management strategy for FY 2024, you already know this: While the general recruitment outlook remains positive, we probably won’t...6 min read
Customer ExperienceIs Digital Banking Really Boosting Customer Experience?The future of successful banking depends on delivering memorable customer experiences and creating lasting customer loyalty. To achieve these lofty goals today, banking strategists must...7 min read
Customer ExperienceConsulting Failures: What Not to DoConsulting is a dynamic field that thrives on problem-solving, strategy, and collaboration. However, even with the best balance and expertise, consulting failures can and do...