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Service CX

Embracing digital technology to enhance customer experience (CX)

Emerging technology has revolutionized our purchasing habits. It limits the number of intermediaries involved and dematerializes the whole buying process. We went from brick and mortar to E-commerce, showrooming and marketplaces. Big disruptors like Airbnb, Netflix and Amazon have altered our expectations when it comes to service. Those expectations are now higher than ever and continue to grow. And if you take a closer look at what these trailblazers have in common, their ongoing success can [...]

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Utilize CX for Mobility and Public Transportation

In the mobility and public transport sector, delivering efficient and profitable customer experience presents its own set of challenges. There are many important elements to consider in the passenger experience, from being able to plan trips (often intermodal) in advance to verifying the availability of a service in real-time, or using adapted transportation if a person’s physical condition requires it. This means that at every stage of the traveller’s journey, organizations have to inves [...]

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Using Customer Experience as a Strategic Lever

Customer experience, better known as CX, is the industry’s new buzzword. You’ve undoubtedly heard a colleague, or maybe a manager talking about it in a meeting, but do you fully understand the depth and complexity of this concept?! What few understand about CX, a term that is bandied about in offices everywhere, is that implementing it in an organization can be a powerful strategic lever. CX helps companies of all sizes stand out by showcasing their advantages and delivering max [...]

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