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Osprey research explores business practices and models, case studies, industry trends, and the impact of digital transformation on the marketplace with an emphasis on the customer experience.

Most Popular Papers | Summer 2011:

Developing Cx
How can companies compete on by delivering a richer, more emersive  Customer Experiencet? This paper explains the business approach that puts the customer's experience at the heart of the company’s strategies and goals. 

It features the basic principles in developing a customer-focused service experience.

Insight-to-Interaction (I-to-I)
An emerging business focus—tapping customer insights—is unlocking the promise of CRM, maximizing revenue while enhancing the customer experience.

Advances in technology are now making it feasible for more companies to harness the full benefits of capturing and applying customer insights to improving service. 



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