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The Five Disciplines of Customer Experience Leaders – Bain
A compelling experience is the surest means to delight customers, engage employees and stand out from competitors.
By Frédéric Debruyne and Andreas Dullweber
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Closing the Delivery Gap - Bain
How to achieve true customer-led growth.
By James Allen, Frederick F. Reichheld, Barney Hamilton and Rob Markey
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Customer Experience Predictions for 2017 - CX Network
CX Network Market Report
By Zarina de Ruiter, Editor, CX Network
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The Path to 2020: Marketers Seize the Customer Experience - Economist
A report from The Economist Intelligence Unit.
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Leading Indicators of an Effective Culture Transformation - Forrester
Gauging the Impact of Creating A Customer-Centric Culture Is Hard.
By Samuel Stern
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Guide to Customer Centricity - Gallup
Analytics and Advice for B2B Leaders.
A report from Gallup
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Banking on Customer Centricity - McKinsey
Transforming banks into customer-centric organizations.
McKinsey & Company. EMEA Banking Practice.
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The CEO Guide to Customer Experience - McKinsey
Companies that create exceptional customer experiences can set themselves apart from their competitors.
McKinsey Quarterly
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The ROI of Customer Experience Management - Satmetrix
The True Engine of Profit, Growth, and Value.
A report from Satmetrix.
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