Angelina Gennis

Analyst

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HP’s Transformation Was A Win For Customers, Culture, And Cost Savings

Angelina Gennis 4 days ago
External market factors can make business success seem out of your control. But HP Inc. found that even in a difficult market, a well-established business can uncover opportunities for cost-saving efficiencies that also contribute to delighting the customer. Their approach was to create: Alignment on definitions of the customer and the customer’s experience. Governance that […]
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CX Execs Rise To Power Across B2C And B2B Industries

Angelina Gennis May 20, 2019
Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries. But we’ve seen more than 1,000% growth in the CX executive role in just five years, and in that time, many have turned that new frontier into an established practice and […]
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Employee Personas Strengthen Your EX Strategy

Angelina Gennis May 10, 2019
Employee personas help in the experience design process for everything from hiring, onboarding, and training to productivity.
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