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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.


May 14, 20193 min read
How to monitor customer experience
Running a check on a customer experience program has never been easier. Free tools from the likes of Survey Monkey enable you to quickly...


May 1, 20193 min read
Wanted: more CEOs with marketing experience
Here is an interesting question for you. What is the best experience and qualifications for a CEO? As always with this type of question...


Apr 16, 20193 min read
What makes B2B customer experience different?
Thirty to forty years ago people used to go to the same place for their holidays, year in and year out. People used to eat at the same...


Apr 1, 20192 min read
Mobile phone customer experience - it sucks!
Nick and I live in Manchester, England. Manchester is the U.K.'s third largest city. You would imagine that in a developed industrial...


Mar 14, 20192 min read
Will Willie Walsh’s pay packet improve customer experience?
There was a time when British Airways called itself “the world’s favourite airline”. This was an unfortunate tagline implying that it...


Mar 1, 20192 min read
Banks are champions of customer service. (Not!)
Just last week we read with interest an announcement by Citigroup; America's fourth largest bank in terms of its assets. It said that it...


Feb 14, 20192 min read
Is customer experience the answer to everything?
It is said that under pressure, we revert to type. Ryanair promised to improve its customer experience back in 2014. In 2018 Ryanair was...


Feb 1, 20192 min read
Customer experience as a recipe for growth
Wherever you are in the world, the economic base is changing. The growth we have enjoyed over the last 10 years is ended – at least for...
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