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In today's fast-paced environment, convenience and efficiency are the cornerstones of any CX strategy. Time-saving initiatives win the minds of consumers and can help deliver customer satisfaction, but do ‘satisfactory’ experiences build customer advocacy? The kind of...
When we talk about customer experience (CX), we often focus on the customer-facing roles—the people on the front lines who engage directly with customers and deliver the visible parts of the experience. But in reality, customer experience is a team sport. Every member...
Last year, I found myself in the picturesque town of Daylesford in country Victoria, where I was scheduled to speak at an event. My husband Chris and I decided to make the most of our time there, and once my speaking engagement was wrapped up, we had the entire...
