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Customer Interview Guidebook

Get the Free Guidebook. Get customer insights surveys can’t deliver. How can customer interviews make your organization more customer-centric?

5 Ways to Improve the Patient Experience in 2016

It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are

Focusing on Customers: Lessons from Medellin

I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence

Should It Be Painful for Customers to Cancel?

There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now.

Challenges of Improving the SaaS Experience

Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS

5 Ways Kimpton Builds Great Customer Experiences

As readers of 360Connext are aware, micromoments help form an integral part of any customer experience. micromoments are those little parts of the customer experience, often overlooked by organizations, that can have a big impact on