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Vicky Katsabaris

Vicky Katsabaris - Inside Small Business

remote employees, mobile employees, management

Top experience management trends businesses must know for 2019

Translating customer promises into employee actions will become a basic requirement for businesses looking to improve their XM in 2019.


How customer experience management will evolve in 2018

You need to differentiate on CX because nine out of 10 customers are willing to pay significantly more for a better experience.


Don’t get stuck in the experience gap

To deliver a superior customer experience bridge the growing experience gap between what you deliver and the expectations of the market.

Rubber stamp over paper background with five stars printed on it. concept image for illustration of high customer experience and quality level

Six ways to improve your customer experience offering

The customer experience environment is changing with the advent of new communication channels and business models.

Customer Service Feedback

Customers say online retailers ignore their feedback 40 per cent of the time

A significant proportion of shoppers believe their feedback for online retailers never reaches someone who can enact change.

customer experience

Why customer experience management matters

A well-designed customer experience management program should deliver real-time, actionable feedback from customers about their experiences and expect…

customer experience CX

How customer experience programs drive better business results

Customer experience programs should be a priority for every business looking to develop a strong brand.

How to effectively capture in-the-moment customer feedback

How to effectively capture in-the-moment customer feedback

Businesses need to move beyond understanding customer feedback based on one-off interactions to delivering great experiences.


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