- 3 minutes read,
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- by Peter Mullen
The more requests for proposal (RFPs) I participate in, the more I wonder: has today’s procurement process turned to “speed…
The more requests for proposal (RFPs) I participate in, the more I wonder: has today’s procurement process turned to “speed…
In the era of customer obsession, the experience we deliver to customers is the new battlefield on which organizations are…
As I referenced in my earlier post, Why diversity isn’t just another box to tick – let’s talk ROI, research
We’ve come a long way since Henry Ford (reportedly) declared, “Any customer can have a car painted any color that…
This article is a continuation of one I posted last week regarding preparing now to better handle spikes in volume…
Diversity is a hot topic in boardrooms today. No wonder: One recent HBR study that examined 1,700 organizations across eight
Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for…
An HBR study concluded that customers with whom you strike an emotional connection create double the lifetime value for a
The applications for chatbots in the hospitality industry will only continue to grow – as demonstrated in examples ranging from…
When was the last time you heard someone gushing about a loyalty program – outside of an annual report or…