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Customer Experience found dead… Long live Customer Integration.

Involved as you no doubt are with customers, when the second millennium dawned I suspect we all harboured a hope that it might herald a brave new dawn for business too.  A dawn where people (in the...

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Empathy – business tool

It is finally irrefutable that emotions are the centre of our human universe. Everything, absolutely everything, we consciously engage in, whether thought or deed, is driven by our emotions. No matter...

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Post recession business strategy …

The world economy is growing – yippee! Certain high profile publications are reporting that along with this growth they are seeing a fundamental change in the attitude of management towards people … It...

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