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Creating Fans, Not Just Customers: Metro Bank’s Journey to Customer-Centricity

InMoment XI

They placed a premium on personal connections while adapting to excel in online channels, ensuring a seamless transition for customers. Customer-Centric Approach and Transformation In 2020, Metro Bank established a dedicated team focused on cultivating fans.

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The Future of Brand Building is Customer Centricity

C3Centricity

They were the ones that moved to customer centricity. Or to be exact they started on their journey towards putting the customer at the heart of their business. Customer centricity is not a destination, because consumers are constantly changing and their satisfaction never lasts for long. Customer Centricity.

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Top 5 Customer Experience Predictions for 2020

CSM Magazine

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. AI unlocks intelligent experiences in customer support. In 2020, edge computing will begin revamping CX, moving user experiences into device end-points and revising traditional omnichannel constructs and frameworks.

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ESG Closes 2020 with Record-Setting Performance

Education Services Group

ESG, the market leader in Customer Success as a Service ® is proud to announce record-breaking 2020 year-end results. The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Learn more at esgsuccess.com.

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Emerging Customer Experience Trends in 2023

Lumoa

They’d organize surveys and listen to customers and then try to share these insights with other teams. But now, more organizations are realizing how essential customer insights are to developing a customer-centric business. This is great news for teams that are looking to dig deeper into their Voice of Customer data.

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CX Leadership Trends 2020: From Little Things Big Things Grow

Oracle

In 2020, customer experience leaders find themselves at a performance crossroad. Problematic, too, is the shift over the past decade from small data, (relating to customers and causation), to big data. CX Leadership Trends 2020: 5 Little Things That Will Make a Big Difference. Tip #1: Define organizational purpose.

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The Customer Experience Conundrum: Where Does It Belong in Your Organization?

Experience Investigators by 360Connext

However, embedding a customer-centric culture can be challenging when CX is isolated from other departments. I’ve seen CX teams that are solely responsible for creating and deploying customer feedback mechanisms. This approach is built on the belief that every department has a role to play in the overall customer experience.