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Wednesday May 14, 2014

At Your Service

No one argues that Customer Service is important to CX. It's what keeps customers loyal. But how have changes in customer behaviour  transformed the role of traditional customer service functions into online marketing hubs and how can organisations evolve to ensure they provide the right information and answers in the right way at the right time to both attract and retain customers.

This post will look at how we need to add to the definition of what modern customer service means and what organisations can put in place to bring customer service functions up to date and ready for modern CX

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Tuesday Apr 29, 2014

Let's Talk About CX

CX is neither a new buzzword nor acronym nor is it re-badged CRM. CX is about how modern organisations add value to their brand and customers over and above traditional CRM activities.

This first in a series of blog posts will look at what CX actually means and how organisations can attract new customers, delight existing customers and build strong brand loyalty and advocacy using modern CX strategies and techniques

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A look at how modern CX tools, techniques and strategies can help organisations add value to their brand and improve customer acquisition and loyalty in the face of a commodotised online world

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