Case Study Customer Experience Professionals Customer Focused Employee Experience 
Lumoa
MARCH 21, 2023
I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.
Horizon CX
DECEMBER 1, 2023
The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Case Study: Blockbuster vs. Netflix The decline of Blockbuster and the rise of Netflix serves as a compelling case study.
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