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    • The Chief Customer Officer Report 2020
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Rob Millar

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14th November 2015  |  By Rob Millar  |  In Thoughts

Aligning CX to Corporate Goals

Marketforce asked me to think about how a company should align its customer experience to your corporate goals so suggested the following article:

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21st July 2015  |  By Rob Millar  |  In Thoughts

Why you should fire your director of customer experience?

I recently spent the day at the Marketforce 20:20 CX Summit in London listening to someexcellent speakers debate the state of the nation in the world of Customer Experience (CX). It has been a while since I attended a conference and so I was interested to see how the discipline had progressed.

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7th July 2015  |  By Rob Millar  |  In Thoughts

The Darth Vader approach to customer needs

If you’ve ever felt like a company really ‘took advantage of you, knew what you needed and squeezed you for every penny’ then you might be interested to hear about this story I recently came across.

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24th October 2013  |  By Rob Millar  |  In Thoughts

Taking the Mickey (Mouse) out of Queues

Ron Baker’s article on Earning his Mouse Ears Part I (you can read Part II and Part III here) gives a fascinating insight into his experiences of attending the Disney University.

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8th October 2013  |  By Rob Millar  |  In Thoughts

Why Service Design, CX and UX are all part of a bigger customer-led world

One of Forrester’s analysts, Kerry Bodine, recently wrote an excellent article on howService Design relates to CX and UX.

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