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Experience Management

3 ways American Express is creating a customer-centric culture

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by […]

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3 ways to build a customer-centric culture

The customer is always right. Right? Whether you agree or not, the customer should always be the main focus of your business. Senior Principal Analyst at the Qualtrics XM Institute, Aimee Lucas, explains how to create a customer-centric culture that’s at the heart of your organization. Aimee Lucas knows XM (experience management). After all, she […]

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Joe Pine: ‘How to personalize customer experiences’

Goods and services are being increasingly commoditized. So how can companies stand out from the competition? The answer is through positive interactions and memorable, personalized experiences. Take a look at these tips from the godfather of the experience economy, Joe Pine… Watch the full webinar from Joe Pine on How to customize customers’ experiences Watch […]

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Employee feedback examples using formal, informal, and constructive techniques

We make experiences truly transformative through the quality of our connections and conversations. By developing our feedback muscles and making it a shared accountability to be great at delivering and receiving feedback, we can create distinctive employee experiences. Feedback can be simply defined as the ways in which we relate to others and how we […]

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Why you need to stop asking the question “how to be a good leader?”

There is no single answer to the question “how to be a good leader.” This is because every leader and team is different. People will value and respond to varying characteristics, and managers will demonstrate a range of leadership qualities too. It is the ability to respond to these unique needs that make managers good […]

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What’s new in Research Core? | September 2019

Over the past few months we’ve been rolling out some exciting new updates to Research Core with everything from a new Facebook Messenger integration to smarter surveys thanks to a little help from AI. Here’s a run-down of some of the best new features on the platform. If you want to find out more about […]

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