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Agile and CX

Zeisler Consulting

Over the course of four articles, I’ll break down what’s known as the Agile Manifesto and the associated four values and twelve principles (there’s always a framework, no?). I’ll walk through each of these four concepts and the related principles over the course of the next few articles. I think CXers will find value here.

Course 93
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Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market research provides answers to a specific question and provides those answers in the aggregate. Market Research vs. VoC. Without a doubt, the job of market researchers is important; it’s just very different than VoC.

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Passing the test of time: Is it still possible to stay in business for 100 years?

Vonage

In a bid to reverse its fortunes, Nintendo entered the toy market, before moving into the video games industry in the early 1970s. After the launch of the hugely popular Pokemon Go in July 2016, which Nintendo partly owns the rights to, the company reached a record market capitalisation of over $32 billion. . The Failure of Kodak.

eBook 206
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#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

Of course you do! External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

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Long Live The Service Design Agency

Kerry Bodine

And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001.

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Long Live The Service Design Agency

Kerry Bodine

And, of course, we’ve seen tech giants, management consulting firms, and even financial services companies gobbling up UX and service design firms. But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001.

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Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 83