Why you should fire your director of customer experience?

Why you should fire your director of customer experience?

I recently spent the day at the Marketforce 20:20 CX Summit in London listening to someexcellent speakers debate the state of the nation in the world of Customer Experience (CX). It has been a while since I attended a conference and so I was interested to see how the...
The Darth Vader approach to customer needs

The Darth Vader approach to customer needs

If you’ve ever felt like a company really ‘took advantage of you, knew what you needed and squeezed you for every penny’ then you might be interested to hear about this story I recently came across.  It highlights a strangely impressive (but totally awful) example of...
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