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Today we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Allegiance Clarabridge...

The post Customer Experience Perspectives: An Interview with Annette Franz Gleneicki appeared first on shmula. We’re pleased to have Annette Franz Gleneicki  share with us her perspective on several questions that keep customer experience...

From TheRobinReport.com --- Over the past few years, Voice of the Customer (VoC) programs have become an established path for retailers to deliver enhanced customer experiences, engage employees and drive business change. A June 2014 report by Forrester...

“A well designed and well executed mature VoC programme does not simply appear out of the ether. It does not come fully-formed but instead requires careful nurturing throughout its lifetime. Different programmes develop at different speeds and have different...

For a business like Starbucks, the product is not the focal point; it is the experience the company delivers say Matt Inman and Nigel Clover. And Starbucks has a well-mapped journey of what the experience will be like from the moment the customer walks...