The Importance of CX Isn’t New, But It Needs to Start With Empathy


Very recently I stayed at the Courtyard by Marriott. It wasn’t the most convenient hotel for us since it wasn’t close enough to my son’s college. In fact, I was thinking about staying somewhere else next time I visit my son.

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Why is Customer Research Important for Your Organization?


Why is Customer Research Important for Your Organization?

There’s no substitute for actually talking to real people about what they do and why. To better understand the behavior of your customers, go into the field to observe a group of current customers or the market in its natural state.

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Who Should Own Your Company’s Digital Transformation?


Increasingly there are multiple leadership groups driving the digital agenda: the C-suite, Line of Business (LoB) executives, and functional leaders such as the CMO/CIO.

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Why CRM is Critical for Customer Engagement Success


There will always be a need for customer relationship management evident by its evolution over its decade-plus history.

This continuous evolution is primarily driven by changing customer behaviors and interactions as advancements in technology improve.

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Should You Hire A Chief Experience Officer (CXO)


According to Matt Kresch, Microsoft Dynamics CRM director of product marketing for service enterprise, while technology has improved over the last two decades, the accelerating pace is one of the reasons organizations find it more difficult to provide their clients with high quality experiences.

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