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Customer-Centric Culture Barriers and Ways to Address Them

“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” …

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Service Blueprinting and the Next Normal

How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make

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How to Revise Employee Experience for Social Distancing

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect

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Why Offering Virtual Learning is Crucial, But Not Enough

Customer Experience is Multifaceted.   Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers have with your brand, built on every interaction and emotion along the way. It’s

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What Your Customer Experience Team Needs Now

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get