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Customer Experience Management

How Uber Has Thrown Traditional Taxi Services Under the Bus

Richard Owen | Posted 11.17.2014 | Business
Richard Owen

While Uber's technology connects people with cars to people who need rides, it's not the technology per se that's driving the customer satisfaction that's in turn fueling trial, adoption and loyalty. Rather, it's the customer experience that the technology facilitates and delivers on reliably.

The Road to Value (Part 1)

Tom Butta | Posted 04.29.2012 | Business
Tom Butta

Value just might be the most overused word in business today. If value is so important, why is there a dearth of proven ways to create and capture value in a given market space?