Global candy maker Ferrara knows the right questions to ask, how to ask them, and what to do with the answers. That customer experience savvy…
How to Measure Experience and Reap Its Rewards
Delivering great experiences to customers, donors, employees, and others requires a complete view of your organization — and that requires both operational data (O-data) and…
Are You Ready for the Experience Economy?
Humans experience 27 different types of feelings, and any of them can make or break entire industries. Moments tend to be more memorable than goods,…
SAP Customer Experience LIVE: Guiding Principles for Delivering Five-Star Experiences
Customers view experiences in surprisingly simple terms. Whether you’re dining out or calling a customer service hotline, these can all be boiled down to a…
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