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How much empathy do you really need? And what role should AI play?

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5 tips to ensure your contact center clicks

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3 ways to outsmart an unpredictable economy with superior CX

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March 1, 2011 Customer Strategist

In Healthcare the "Customer" Has Many Faces

The industry is rife with intertwined customer groups. Understanding the needs and priorities of each is essential to delivering a profitable customer experience.
Healthcare Providers
March 1, 2011 Customer Strategist

Closing the Chasm Between the Insurers and Insured

How social media can help solve health plans’ consumer engagement challenges.
Healthcare Payers
December 10, 2010 Customer Strategist

Crafting a Customer-Centric Budget Process

Customers should be the central focus of strategic planning for 2011 and beyond.
December 1, 2010 Customer Strategist

Mashreq Bank Rewrites the Rules of (Customer) Engagement

The UAE's changing economic and demographic landscape has forced Mashreq Bank to begin a three-year transformational journey to become customer focused.
Financial Services and Insurance
December 1, 2010 Customer Strategist

KBC Belgium’s End-to-End Reorganization Around the Customer

Not willing to risk the complacency that can come with market leadership, the bank focused on customer centricity to stay competitive and build its business.
Retail Banking
December 1, 2010 Customer Strategist

When the Customer Is King, Customer Experience Rules

Banco Santander’s intense focus on customer experience helps to increase retention, solidify customer loyalty, and build the bottom line.
Financial Services and Insurance
December 1, 2010 Customer Strategist

Is Customer Experience Profitable? You Can Bank on It

Customer satisfaction with most banks is at its lowest in years. Banks could win customer loyalty by showcasing experience excellence.
Retail Banking
December 1, 2010 Customer Strategist

Creating the Un-Bank Experience

ING Direct CEO Arkadi Kuhlmann took a cue from retailing to offer a customer experience unlike any competitor in banking.
Retail Banking

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