While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
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It was all about waiting this week as the world’s eyes turned to the Lindo Wing at St Mary’s Hospital for the arrival of the new Royal Baby. As reporters worked solidly for more than twelve hours to fill the airspace with commentary and ...
In our last monthly poll to the thirty two leading brands who make up our Industry Council, 80% of respondents agreed that their organisation understood the link between customer experience and organisational performance. This indicates a positive...
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