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Myths About Workplace Culture

As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Many leaders have a tough time accepting that it’s up to their employees to bring the most critical assets to an organization—creativity, compassion, innovation, ownership, and outside-the-box thinking. Culture drives […]

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Can Global Shared Services and Customer Experience Co-exist?

Global Shared Services (GSS) teams do not have customers in the traditional sense. Still, the Business Units (BUs) they serve have the same expectations as conventional B2B customers: effortless and consistently excellent experiences that allow them to focus more on the customer and provide increased value. However, in the rapidly changing business environment, the original

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Brand Management: What’s Customer Experience Got to Do with it?

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals.  — Beth Karawan, Co-founder & EVP, ImprintCX As it turns out, everything! If the ultimate objective is profitability — and the purpose of marketing is to influence customers to take action that

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THE BRAND EXPERIENCE AND CUSTOMER EXPERIENCE RELATIONSHIP

Your brand is the story you tell to engage and motivate people (prospects, customers, and employees) to believe in you, support you, and share the story. The story is formed by your advertising and is delivered through all your interactions – products, services, website, apps, policies, and your employees. — Ed Murphy, Co-founder & President,

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What’s Your Customer Engagement Score?

In his recent blog post, Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer, ImprintCX advisor Joseph Michelli explores the role customer engagement (as opposed to customer satisfaction) plays in predicting and driving repeat business and referrals. Customer Engagement Score (CES) is a measure often used to measure SaaS business success, but not widely used across

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