Consumers, Customer Change, Customer Experience Management and Effort Score

Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

MAY 12, 2019

Joseph Michelli dives into the genius of Starbucks’ success, interviewing baristas and corporate executives and sharing insider stories about how the company has managed to create an experience that benefits workers and consumers alike. Pennington doesn’t dive into things like cross-channel alignment or journey mapping.

Customer Experience Professionals

Customer Experience Professionals Customer Experience Hotels Net Promoter Score

10+ Years Later: How Customer Experience Has Shaped The Banking Industry

Qualtrics

FEBRUARY 21, 2020

To understand the current state of customer experience more broadly, the Qualtrics XM Institute (XMI) conducted a large-scale consumer benchmark study that asked 10,000 U.S. consumers to rate their interactions with 294 organizations across 20 industries, including banking. Earning consumers’ trust.

Banking

Banking Industry Customer Experience Customer Journeys

Customer Experience Update

Top 20 Books Every Customer Experience Professional Needs to Read Now

10+ Years Later: How Customer Experience Has Shaped The Banking Industry

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