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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. If it is at the end, then that tells me a lot.

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How to Use the CSAT Metric in Your CX Program


Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone.

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11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of, the world’s largest community dedicated to customer-centric business. Metrics are designed to focus on what the organization wants to achieve. Grant Cardone. Dennis Snow.

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Customer Experience Influencers You Must Follow – Part 1

Customer Guru

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

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The Power of Real-Time Monitoring in Call Centers


Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Customer Interaction Analysis This involves monitoring customer interactions across multiple channels in real time.

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Customer Success for Service Companies

CSM Practice

The non-monetized value is maximized for improved all-around customer experience with your company. The CES index (Customer Effort Score) measures this value by asking customers how easy it was for them to work with you. This metric should be used to evaluate all your departments and not just the customer success team.

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Mastering Call Queuing: The Ultimate Guide to Efficient Customer Communications


Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available.