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A Sense of Urgency
John Kotter’s A Sense of Urgency is a crisp, no-nonsense guide to catalyzing real change by tackling the hidden enemy of complacency....
Jul 22
What CX KPIs Actually Tell You
Every customer experience (CX) leader knows the pressure of showing “results,” and most turn to key performance indicators (KPIs) to...
May 23
Running CX Like a Business: The Case for Capability-Driven Success
Introduction Delivering exceptional customer experiences requires more than just great service. It demands a structured approach to how...
May 22
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