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Monthly Archives: November 2017

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Top Picks

  • 5 Negative Impacts Of A Blame Culture
  • Recovering Our Underutilized Human Resources
  • How not to leave customers stranded on the busiest travel day of the year?
  • The benefits of training your employees
  • Who should I hire first on my cx team?

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AR & VR in travel – 4 levels of immersive experience

AR & VR in travel – 4 levels of immersive experience

  • Simon Green
  • November 30, 2017
  • Customer Innovation

As we head towards 2018 and beyond… will 2020 vision be augmented? A practical review of the changes in customer experience for the travel industry through AR and VR or what Gartner in…

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Did Dove behave like bad boys? Don’t forget: customers drive your reputation!

Did Dove behave like bad boys? Don’t forget: customers drive your reputation!

  • Nick Bush
  • November 12, 2017
  • Case Study

Do you remember how Dove not only shot themselves in the foot but then carried on and removed a couple of toes for good measure? To many it was always…

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Ryanair has a customer-centric approach, but it’s not what you think

Ryanair has a customer-centric approach, but it’s not what you think

  • Nick Bush
  • November 12, 2017
  • Case Study

I recently co-wrote a report on customer-centric strategy for NextTen that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me to make a hasty edit…

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The challenges that drive a Supercompany

The challenges that drive a Supercompany

  • The Next Ten Years
  • November 1, 2017
  • Customer Innovation

In identifying Supercompany Thinking as the mindset that underpins high-performing companies, we’ve stressed that it’s not what these companies do but more importantly how and – most significantly – why they…

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