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Concentrating on customer experience

‘Customer experience’ refers to putting the customer and their needs at the center of everything a company does. It means identifying all the touchpoints – individual interactions – throughout each customer journey and designing…

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Digital herds

In his thought-provoking podcast Revisionist History, renowned author and speaker Malcolm Gladwell investigates what he calls “the overlooked and the misunderstood.” In one of its most captivating episodes, “The Big…

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