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Designing an Exceptional Employee Experience from the Inside Out

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5 Steps for an Effective, Customer Centric, Digital Transformation

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Are Customer Emotions and Behavior the Future of CX?

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We are increasingly hearing more and more organizations trying to move their Customer Experience to the next level. Numerous organizations think the answer to creating a better experience is easy. For example, many consider increasing the speed or reducin...

Satmetrix: 15 Years of Tracking Net Promoter: What have we learned?

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Why are Emotions So Important in Business?

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PROGRAM Have you considered the extent to which emotions are involved in customer decision-making? According to research by neuroscientist Antonio Damasio, emotions are intrinsically linked to decisions we make every day and without those we can’t ev...

RICOH CANADA: How We Moved Our Loyalty Score by 34 Points in 30 Months

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An Interview with the President and CEO of Ricoh Canada on their remarkable achievement. RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in the Canadian market. They would build this vision on the values of Customer Cen...