Topic Map

• Customer-Centric Culture
  • Business Processes
  • Metrics & Values
  • Customer Ecosystems
  • Key Roles & Responsibilities
  • Customer/Employee Empowerment
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• Customer Experience & VOC
  • Customer Requirements & Moments of Truth
  • Cross-Channel, Cross-Lifecycle Experience
  • Customer Experience Audits
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  • Metrics, Scorecards, ROI
  • Customer Scenario Mapping & Experience Design
  • VOC & Customer Advisory Boards
  • Customer Scenario Patterns
• B2B and B2C Marketing
  • Brand Management
  • Targeted Marketing & Content
  • Loyalty & Rewards
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  • Merchandising, Recommendations, & Personalization
• Online, Mobile & IT
  • E-Commerce, Online
  • Mobile
  • Privacy & Security
  • Search & Content Management
  • IT Management
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• Customer Service & Support
  • Portals
  • Self-Service & Assisted Service
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  • Customer Information & CRM
  • AI in Customer Service
• Innovation
  • Business Innovation
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  • Customer/Outside Innovation
  • Customized, Personalized Products
  • Technology Innovation
• Social Media & Communities
  • Social Networking
  • Collaboration
  • Crowdsourcing
  • Online Communities
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