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It’s Time to Pull Up A Chair For CX At The Product Design Table

Years ago, I started conversations with one of our product design teams. I asked about how they could make their product better by solving issues our customer experience (CX) group found. In response, I was asked to justify why they should build features to help CX instead of building a new feature that would generate revenue. I made a common...

Customer Experience as the New Competitive Advantage

Presented by Steve Riddell Former Head of Customer Experience Casper Defining the customer experience is the single fastest way to grow a business. But how do we define the customer experience? We know when we receive an outstanding customer experience, but it’s difficult to describe. Unfortunately, many big brands and businesses are losing their...

People, not Perks, Define Your Company Culture

Among professional circles, terms like “company culture” and “engagement” often get thrown around without much regard to what they actually mean for the organizations they represent. What’s more troubling is that when in pursuit of improving these vague terms, companies can fall into producing just as vague (and oftentimes counterproductive)...

EXECUTIVE INTERVIEWS

Customer Experience as the New Competitive Advantage

Presented by Steve Riddell Former Head of Customer Experience Casper Defining the customer experience is the single fastest way to grow a business. But how do we define the customer experience? We know when we receive an outstanding customer experience, but it’s...

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