Embed CX Operations to Succeed!

In the book “Team of Teams”, General Stanley McChrystal describes how the Joint Special Operations Task Force (JSOTF), of which he took command in 2004, was transformed to respond to the unorthodox battle tactics deployed by Al Qaeda in Iraq. After repeated failures, he and his staff discarded … READ MORE

Brad Barker July 1st, 2015

Predicting Customer Experience: Moving Beyond Surveys

The Total Customer Experience (TCE) team enables EMC’s business growth through a customer-focused data-driven strategy. The team encompasses all elements of the relationship with customers and partners through their end-to-end journey with EMC. We utilize customer feedback and internal business metrics to advocate for customers and drive business … READ MORE

Brad Barker April 17th, 2015
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