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How Win-Loss Analysis Can Help The Customer Experience

March 21, 2018

Customer Experience (CX) responsibility does not lie in one group, rather it is an all-encompassing organizational endeavor. The best way to ensure a sound CX program is when companies take a cross-functional team approach. Sales is a key part of that cross-functional team approach. The Sales team contributes to CX in two very important ways. First, Sales […]

Great Customer Experiences Begin With Engaged Employees

December 4, 2017

Is a good customer experience (CX) only a case of ensuring external customers have a great experience? What about the internal customer, the employee? Companies ensure engaged customers, why don’t they ensure engaged employees? The employee experience tends to lag behind the customer experience because companies tend to disregard the employee as a core driver […]

Sue Duris

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