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Don Peppers - Founding Partner, Peppers & Rogers Group, TeleTech
Articles by this author
Three Reasons Why Healthcare Price Transparency May Not Work
April 8, 2015
During my recent panel discussion at the World Healthcare Congress, we had an interesting discussion about the implications of price transparency. Today’s healthcare pricing is totally...
There’s More to the Customer Experience than Meets the Eye
September 29, 2014
Customer experience. It’s been a buzzword in the halls of many companies for years. But what does it really mean? On the surface, it’s simple – the experience a customer has with...
Four Attributes of a Frictionless Customer Experience
June 24, 2013
“Customer experience” is a buzzword these days for marketing strategists, and customer experience management (“CXM”) is all the rage in many marketing discussions. &ldquo...