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CXFusion 2016: Delighting Without Asking: Anticipating Customer Needs through Human-Centered CX Design

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CXFusion 2016: Charlotte Blank, Executive Director, The Maritz Institute 

Charlotte is the Executive Director at The Maritz Institute. In Delighting Without Asking: Anticipating Customer Needs through Human-Centered CX Design, Charlotte explains how research shows that we can boost efficiency, build goodwill, and enhance relationships with our customers by learning to anticipate and proactively service their needs. She also explains how insights from neuroscience and behavioural economics help us to understand what customers can’t articulate – and what we need to know to create exceptional customer experience!

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Watch Charlotte Blank deliver her CXFusion 2016 keynote: Delighting Without Asking: Anticipating Customer Needs through Human-Centered CX Design

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