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X+M  Le Journal des Expériences Mémorables
Bienvenue dans le monde enchanté de l'expérience client ! Toute l'actualité du design de service, de la voix du client, du marketing sensoriel et expérientiel et du management de l'expérience client. Enjoy !
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Leadership Lessons From Walt Disney: Perfecting the Customer Experience | Talking Point | The Disney Institute Blog

Leadership Lessons From Walt Disney: Perfecting the Customer Experience | Talking Point | The Disney Institute Blog | X+M  Le Journal des Expériences Mémorables | Scoop.it
One of the simplest, most powerful and timeless leadership lessons we have learned from Walt Disney is: “You don’t build it for yourself.
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Umpqua Bank’s Customer Experience Approach Makes It Oregon’s Most Admired Bank | Loyalty360.org

Umpqua Bank’s Customer Experience Approach Makes It Oregon’s Most Admired Bank   | Loyalty360.org | X+M  Le Journal des Expériences Mémorables | Scoop.it
Umpqua Bank has been named Oregon’s top bank for delivering a unique customer experience.
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Customer Experience 2015: EY on what telcos can learn from other industries

Adrian Baschnonga, Lead Analyst - Global Telecommunications at EY, discusses what telcos can learn from other industries as they aim to deliver a ...
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What is bitcoin's retail future? - Retail Customer Experience

What is bitcoin's retail future? - Retail Customer Experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
While enthusiastic about the virtual currency's future, bitcoin experts sounded a note of caution about retail consumer adoption.
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Create True Customer Centricity by Understanding Customers’ “Digital Intensity” - Accenture

Create True Customer Centricity by Understanding Customers’ “Digital Intensity” - Accenture | X+M  Le Journal des Expériences Mémorables | Scoop.it
Learn four steps to change the customer experience and become customer centric in the digital age.
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CX Journey™: The Future of Customer Experience

CX Journey™: The Future of Customer Experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
Where is customer experience on its maturity path and where is it heading? In today's post, I share a summary of Bruce Temkin's keynote on Day 2 of the CXPA Insight Exchange, where he outlines 5 Key Trends of Customer Experience.
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Why investing in customer experience is so important

Why investing in customer experience is so important | X+M  Le Journal des Expériences Mémorables | Scoop.it
Coming up with the best or cheapest product is no longer good enough for global success. Apple, among other companies, has shown that products offering the best user experience are the ones that succeed today.
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Innovative Retail: Transforming the Shopping Experience

As retailers work to embrace technology solutions to reach and retain customers, will we see a day where the long checkout line is non-existent? Will the Last …
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How to redesign your organisation around excellent customer experience

How to redesign your organisation around excellent customer experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
Clive Grinyer, Customer Experience Director at Barclays, is a man with considerable design chops, with tenures at Samsung and Orange, the Design Council and Central St Martins.
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How to redesign your organisation around excellent customer experience

How to redesign your organisation around excellent customer experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
Clive Grinyer, Customer Experience Director at Barclays, is a man with considerable design chops, with tenures at Samsung and Orange, the Design Council and Central St Martins.
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5 reasons why mystery shopping isn’t enough to measure customer experience | MyCustomer

5 reasons why mystery shopping isn’t enough to measure customer experience | MyCustomer | X+M  Le Journal des Expériences Mémorables | Scoop.it
Mystery shopping first became prevalent 40 years ago to measure the customer experience.But times have changed, making it no longer the most effective way of collecting ‘real world’ customer feedback.
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Can mobile apps enhance the shopping experience? - Talking Retail

Can mobile apps enhance the shopping experience? - Talking Retail | X+M  Le Journal des Expériences Mémorables | Scoop.it
It is surprising that, since the launch of the App Store in 2008, it has only been in the last five years that high-street retailers have really focused on
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Creating Customer Personas To Better Understand The Customer Journey

Creating Customer Personas To Better Understand The Customer Journey | X+M  Le Journal des Expériences Mémorables | Scoop.it
We write a lot about what it takes for companies to deliver exceptional customer experiences.
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Customer Experience 2015: Orange's new strategy and serving Gen Y

Philippe Bernard, Executive Vice President of Customer Experience at Orange, outlines how the operator is aiming to reinvent how it delivers customer ...
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Think design to innovate & create - Financial Express

Think design to innovate & create - Financial Express | X+M  Le Journal des Expériences Mémorables | Scoop.it
Business schools have a major role to play in developing design thinking.
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Toys “R” Us Continues Customer Experience Transformation | Loyalty360.org

Toys “R” Us Continues Customer Experience Transformation | Loyalty360.org | X+M  Le Journal des Expériences Mémorables | Scoop.it
Toys “R” Us CEO stresses that 2015 will be a year of customer experience transformation
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Customer Experience and User Experience Professionals – A Match Made in Heaven!

Customer Experience and User Experience Professionals – A Match Made in Heaven! | X+M  Le Journal des Expériences Mémorables | Scoop.it
The difference between customer experience professionals and user experience professionals, and how they can work better together.
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Why service design?

Why service design? | X+M  Le Journal des Expériences Mémorables | Scoop.it
How often have you been stuck in an interminable queue on the phone while trying to speak to your bank or insurance comp…
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Urban Design == Service Design

Urban Design == Service Design | X+M  Le Journal des Expériences Mémorables | Scoop.it
High-speed data and mobile communications technology is allowing us to think differently about how we
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What Is Design Thinking?

What Is Design Thinking? | X+M  Le Journal des Expériences Mémorables | Scoop.it
Customer-centric design is about looking out from the inside—rather than outside in. Today’s organizations face multifaceted problems that are part of increasingly complex business models. Continue...
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3 Reasons Your Company Is Failing at Customer Experience Management

3 Reasons Your Company Is Failing at Customer Experience Management | X+M  Le Journal des Expériences Mémorables | Scoop.it

“ There are many elements that contribute to a brand faily at customer experience management. We narrowed it down to 3 major factors.”


Via Richard Chagnon, MOROT Mederic
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Design Thinking With SAP: The journey of a first time home owner - YouTube

Take a journey with George and Jane as they work with a bank in buying their first home. They are assisted in each step of the way and created a life long re...
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How design thinking transformed Airbnb from failing startup to billion-dollar business - YouTube

A fireside chat between Joe Gebbia of Airbnb and Phin Barnes of First Round Capital. Filmed at Design+Startup at IDEO San Francisco on March 14, 2013. http:/...
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