Customer Experience

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  Profiles & Campaigns

  John Hancock Puts the Focus on Customers in B2B and B2C

  Rahim Rajpar shares how John Hancock is targeting B2B and B2C audiences, and
  the changing role of marketing leaders in creating customer experiences.

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  Profiles & Campaigns

  B2B Customer Experience: Why CX Matters Across the Entire Funnel

  For top B2B brands like SAP and Pitney Bowes, customer experience is often
  the tipping point when it comes to acquiring—and retaining—business.

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  Acquisition

  The Future of CX is in for Profound Change: Forrester

  There is a fundamental shift in how brands manage CX and their customers due to an explosion of technologies and more progressive organizational and operating models.

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  Engagement

  Five Ways To Get Obsessed with Customer Experience

  A Forrester report found companies with superior customer experience outperform
  laggards. But companies often think their CX is better than customers do.

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  Direct Marketing | Print

  Stop Oversimplifying B2B marketing: It’s Fundamentally Different From B2C

  B2B marketing is inherently different from B2C, and brands that fail to reflect
  this will not succeed. Here’s the nuances you need to keep in mind.

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  Profiles & Campaigns

  It’s All About Feelings in New SAP TV Spot

  SAP is a B2B pure play, but changing buying patterns have led the company
  to adapt B2C marketing practices to connect with decision makers.

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  Engagement

  Four Tips for Rewiring Customer Experience

  To really improve your customer experience, don’t focus internally. Instead, re-wire
  your efforts to see things from the customer’s point of view.

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  Data Driven ROI

  5 Strategies For Improving Customer Experience

  Optimizing customer experiences in a way that establishes loyalty can be
  hard work and requires brands to truly understand their audience.

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  Acquisition

  Troubling CX Challenges on Both the Front-and-Back Ends: Survey

  While customers struggle on the front end to get a great customer experience,
  on the back end there isn’t enough CX support.

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  Engagement

  Kohl’s Amazon Returns Deal Improves In-Store CX

  The ability to make Amazon returns in-store is the latest move by Kohl’s
  to improve its retail customer experience.