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Playbooks in customer experience management

In my role as a consultant and adviser to companies across sectors, I am increasingly coming across and hearing about the utilisation of playbooks in customer experience managem… Read more
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No going back to the old way of managing customers and partners

No going back to the old way of managing customers and partners Let’s face it, there is no going back to the old way we are used to in how we manage our customers and partners – the… Read more
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Why is Trust key in Financial Services?

Why is Trust key in Financial Services?   The financial services sector shows no signs of slowing down, a lack of challengers, disruptors or a change in its highly competitiv… Read more
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Six lenses of best practice for Customer Charter development

Customer charters can play a key role in manifesting your wider brand promise into concrete standards and commitments that you are happy for your customers to judge you by. In hund… Read more
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What a wonderful group of panellists we have enjoyed during the pandemic!

The last couple of years have seen very different working practices for many businesses and this has created numerous challenges for business leaders to contend with. Since the s… Read more
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The Impact of Hybrid Working on How we Manage and Build Customer Relationships – Nov 2021 Newszine

Welcome to the November issue of newszine: The Impact of Hybrid Working on How we Manage and Build Customer Relationships Hybrid working is something that a lot of people have alwa… Read more
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Building ‘Business-to- Business’ Trust At Operations Level. Part 3

Building ‘Business-to- Business’ Trust At Operations Level Let’s take a look at trust development and how to “make it happen” and turn leadership intention… Read more
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How do you align Sales Director objectives with your board colleagues?

How do you align Sales Director objectives with your board colleagues?   Answers – multiple choice as follows; Shout louder! Give them more objectives than needed … Be smart… Read more
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Digital Transformation in Healthcare – Live Discussion on July 26

Digital Transformation in Healthcare   Can industry ever be trusted by the NHS to deliver digital transformation while truly addressing patient needs? Join us in the first… Read more