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  • Pilot program buy-in: use internal marketing to sell it inside first

    Pilot program buy-in is won before the steering group meets. How to use internal marketing (rule 6 of no-excuses CX) to get a sponsor, a story and a decision.

    Customer Experience · 12 min read

  • Why pilot programs fail: corporate attention deficit and the fix

    Why pilot programs fail: rarely from bad results, usually because attention runs out before anyone decides. Five structures that make a pilot survive.

    Customer Experience · 12 min read

Customers are grown, not captured. Practical writing on customer experience and the voice of the customer.

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Vaclaw Karlfeld CX, VoC and AI enthusiast

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