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Customer Experience & Loyalty

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Article

Why your call center is only getting noisier

– Investing in digital solutions to reduce call volumes and costs may not pay off if customer experience isn’t central to the effort.
Article

The expanding role of design in creating an end-to-end customer experience

– Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will... open enormous opportunities to build new businesses.
Article

When the customer experience starts at home

– To serve end customers better, begin with your employees.
Video

Lifting customer experience at an elevator company

– Pierre Liautaud, executive vice president at Finnish elevator maker KONE, describes the critical role of frontline teams in navigating... complex business-to-business (B2B) customer-experience relationships.
Interview

An insurer’s journey to better customer experience: A conversation with Allianz’s Firuzan Iscan

– The customer-experience leader at Allianz describes how the German insurer is learning to view customer journeys from an outside-in... perspective.
Article

Finding the right digital balance in B2B customer experience

– Growing numbers of B2B companies are focusing on digitization to succeed with customer-centric strategies. Here’s how to... get it right.
Article

Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better... investments.
Article

Avoiding the seven deadly sins of customer-experience transformations

– Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in... any change program. Resist seven common missteps.
Article - McKinsey Quarterly

The new battleground for marketing-led growth

– In the digital age, consumers are always shopping around. New research shows that hooking them early is the strongest path to... growth.
Interview

Pioneering a customer-experience mind-set for Federal Student Aid programs

– Brenda Wensil discusses how to build momentum for a customer-centric approach.
Interview

How customer experience takes flight at the Orlando airport

– Is it possible to have a good customer experience in an airport? Domingo Sanchez, a board member of the Greater Orlando Aviation... Authority, explains an effort by the Authority’s CEO and board to do just that.