Insights from the front lines.


Topic: Public Sector

Explore the fundamentals of CEM, its business rationale, and the first steps of customer centricity.

The Three Foundational Elements Of Customer Experience Excellence

Article posted: Mar 28, 2011 by Elizabeth Glagowski

The customer experience. Many CEOs talk about it. Technology companies offer tools to enhance it. Feedback efforts are designed to improve it. But in reality, many companies are frustrated with a lack of momentum around their customer experience efforts.
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Customer Experience: It’s A Strategy Not A Complaint Reduction Programme

Article posted: Jun 23, 2010 by Lior Arussy

At a recent visit in Spain I was introduced to a local bank that describe to me his customer experience challenges. "We are very committed to customer experience," the Spanish bankers declared. "We even commissioned our own scent to be sprayed in all the branches." They reaffirmed the commitment. "So where is your next challenge?" I inquired. "The employees, "they responded, "they are not engaged."
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Stupid Is As Stupid Does: This Shouldn't Apply To Your Customers

Article posted: May 06, 2010 by Lior Arussy

Organizations fall into two categories: Some treat their customers respectfully, consider them to be smart and sophisticated, value the relationships, and engage them in a mutually beneficial ways.
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Tiny Screw Syndrome (TSS) – The Disease Of Customer Experience Performance

Article posted: Apr 01, 2010 by Lior Arussy

Much has been written about the critical success factors inherent in customer experience strategies. We all lament the challenge of obtaining senior executive support; conflicting agendas; and lack of resources and investment. For one or another reason many organizations are simply unable to overcome these challenges.
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