Customer experience (CX) is a leading driver of brand loyalty and organizational performance. According to NTT’s State of CX 2023 report, 92% of CEOs believe improvements in CX directly impact their improved productivity, and customer brand advocacy. They also recognize that the quality of their employee experience (EX) is critical to success. The real potential for transforming business, according to 95% of CEOs, is bringing customer and employee experience improvements together into one end-to-end strategy. This, they anticipate, will deliver revenue growth, business agility, and resilience.
Customer experience horizons
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Mobility scooter killing: Man charged with Greenford murder
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Lee Byer is charged with the murder of 87-year-old Thomas O’Halloran who was stabbed in west London.
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Bill Gates and the problem with climate solutionism
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These various endeavors are the through line for Gates’s latest book, written from a techno-optimist’s perspective. “Everything I’ve learned...
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Ex-Chancellor Rishi Sunak launches bid to be Conservative leader
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NHS Covid app may change as rules change, Grant Shapps says
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The transport secretary says the app’s sensitivity may need to be reduced as restrictions change.
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Owen Paterson: Anger as Tory MP avoids suspension in rule shake-up
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Is this the most energy-efficient way to build homes?
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Passive houses now account for less than 1% of multifamily construction. It’s a marriage of efficiency and rigorously applied...
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The Download: fusion power’s future, and robotic running
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There’s a joke about fusion power that always comes up when people start talking about the technology. It goes...
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Climate change: IPCC report is ‘code red for humanity’
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Heating from humans has caused irreparable damage to the Earth that may get worse in coming decades.
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