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Competing on Customer Experience in Retail
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Customer Experience is the area many retailers have chosen to compete on over the past few years. When it comes to shopping, it is breaking increasingly into “chore” vs. “cherish” activities. On the “chore” side, firms like Amazon offer commodity pricing, streamlined delivery, and voice recognition to make online ordering an easy experience for…
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Competing in Financial Services
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Competing in the financial services industry can be as risky as it is broad. While the services of our clients in the financial services industry range from consumer finance to sophisticated back-office technology in the insurance industry, they all share a common challenge of dealing with quick, continuous and sometimes dramatic changes in the…