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Embracing 5 Hard Truths of Customer Experience to Improve Your CX Strategy

I’ve seen organizations adopt a few common mindsets that inadvertently hold them back, as well as CX pros who overlook key resources that can help ...

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

5 Ways to Create a Better Customer Experience for 2016

Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience