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How Your Industry’s Ecosystem Can Affect The Customer Experience

It’s one thing to be focused on your own experience, but what about your industry’s ecosystem and its effect on the customer experience? Two recent personal experiences with banks highlighted the need to be aware of an industry’s entire ecosystem

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What Is Customer Success and How Is It Different From Customer Experience?

If customer experience can be defined as how customers feel about every single interaction they have with a company, then what is customer success? Business-to-business (B2B) companies often have “customer success” departments, but these are only part of the customer

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5 Ways to Improve Employee Experience in 2021 and Beyond

Guest Post by Salma El-Shurafa Many companies are thinking about improving employee experience and what facets make a great employee experience. The answers to these questions are constantly changing.  There was a time when the focus was on incentives and

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Why Can’t Customer Service Technology Be Simpler?

Dan Gingiss: Cameron Weeks is the co-founder and chief executive officer of Edify Labs, a customer service technology company. Tell us a little about Edify, Cameron.  Cameron Weeks: Sure. We built Edify to really bridge the gap from what is

don't be afraid to fail sign

This One Simple Company Policy Will Improve Employee Experience And Drive Innovation

Want a simple way to improve employee experience and motivate people to innovate? Then borrow a page from The Danbury Mint. My very first job out of college was working for a company called The Danbury Mint in Norwalk, Connecticut.

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The Entrepreneur Who Changed Social Media Management For Good

I recently interviewed Kate Bradley Chernis, CEO of social media platform Lately, on The Experience Maker live show. Here is an edited transcript of the interview. Dan Gingiss: Welcome to the show, Kately from Lately. I’ve been looking forward to