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Uh huh, the customer would ask for a faster horse

If you’ve ever done any sort of customer research in order to inform a user or customer experience design, or maybe to make a product development decision, I am sure you would have heard some

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3 Steps to Trust not Bust Your Customer Experience Silos

In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes up

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Levitt; More than Railways, the Father of CX?

Years ago, as my career transitioned from being a technologist to content marketing I was recommended to read “Marketing Myopia” by Theodore Levitt, an essay written for Harvard Business Review back in 1960. Here’s the description

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Your customer experience is global — just ask your local chippy

Roberto Savvides manages The Regency, a “chippy” (a fish and chip shop) in Brighton (a seaside town in the UK). Roberto rolls up the sleeves of his crisp white shirt and opens the doors of

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Has CRM Finally Decided it Owns the Customers Digital Voice?

So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knew

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