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CEX Sells
Customer EXperience (CEX) is hot! Nowadays it gets harder and harder for companies to be distinctive by the products they offer. As it is key to stand out in the services offered in addition to these products. A focus on the customer experience is needed. A lot of companies realize this, but only few manage to be successful. They understand the theory and the process to get there, but what they lack are concrete tools to bring the theory into practice. 'CEX SELLS' is the inspiration book for companies that want to deliver distinctive customer experiences in order to achieve their business objectives. Beate van Dongen Crombags and Deborah Wietzes discuss the various ingredients needed to deliver perfect customer experiences. Ingredients to define and design the optimal experience, but they also describe what is needed in the organization to be able to deliver and manage that desired experience. They show how front-runners worldwide have optimized their customer experience, and what other companies should learn from that. A book that will definitively inspire you to improve your own customer experience!
Réinventer les services financiers
Face à des consommateurs critiques dans leurs rapports aux services financiers, quels services doivent proposer les banques et les assurances ? Ce livre place résolument le client au centre des stratégies futures.
Business Process Management
This book constitutes the refereed proceedings of the 4th International Conference on Business Process Management, BPM 2006. The book presents 20 revised full papers, 5 industrial papers, and 15 short papers together with an invited paper and the abstract of an invited talk. The papers are organized in topical sections on monitoring and mining, service composition, process models and languages, dynamic process management, Web service composition, and applied business process management.
Quaerendo
A quarterly journal from the low countries devoted to manuscripts and printed books.
Wandering Myths
In spite of the growing amount of important new work being carried out on uses of myth in particular ancient contexts, their appeal and reception beyond the framework of one culture have rarely been the primary object of enquiry in contemporary debate. Highlighting the fact that ancient societies were linked by their shared use of mythological narratives, Wandering Myths aims to advance our understanding of the mechanisms by which such tales were disseminated cross-culturally and to investigate how they gained local resonances. In order to assess both wider geographic circulations and to explore specific local features and interpretations, a regional approach is adopted, with a particular focus on Anatolia, the Near East and Italy. Contributions are drawn from a range of disciplines, and cross a wide chronological span, but all are interlinked by their engagement with questions focusing on the factors that guided the processes of reception and steered the facets of local interpretation. The Preface and Epilogue evaluate the material in a synoptic way and frame the challenging questions and views expressed in the Introduction.
On Growth and Form
We have shown that simple power-law dynamics is expected for flexible fractal objects. Although the predicted behavior is well established for linear polymers, the situationm is considerably more complex for colloidal aggregates. In the latter case, the observed K-dependence of (r) can be explained either in terms of non-asymptotic hydrodynamics or in terms of weak power-law polydispersity. In the case of powders (alumina, in particular) apparent fractal behavior seen in static scattering is not found in the dynamics. ID. W. Schaefer, J. E. Martin, P. Wiitzius, and D. S. Cannell, Phys. Rev. Lett. 52,2371 (1984). 2 J. E. Martin and D. W. Schaefer, Phys. Rev. Lett. 5:1,2457 (1984). 3 D. W. Sch...
Molecular Biology and Physiology of Water and Solute Transport
Biophysical studies in the 1950ies and 1960ies led to the realization that the water permeability of certain biological membranes must be due to the presence of water transporting proteins. This hypothesis was confirmed in 1991 and 1992 with the pioneering discovery of the first molecular membrane water channel, CHIP28, by Agre and coworkers. This integral membrane protein, which is abundant in the erythrocyte membrane and in many epithelial cells, is now called aquaporin-1 or AQP1. Thus the terms water channel or aquaporin are synonymous. In July 2000 more than 200 researchers came together in Gothenburg, Sweden, for the `3rd International Conference on the Molecular Biology and Physiology of Water and Solute Transport" to discuss progress in this emerging research field. 58 different presentations from this conference are the basis for this book. Cumulatively, these 58 short chapters provide a balanced overview complementing numerous recent reviews in this field.
Between Heads and Phrases
Thesis (M.A.) from the year 2009 in the subject English Language and Literature Studies - Linguistics, grade: 2,0, University of Wuppertal (Anglistik/Amerikanistik), language: English, abstract: This master's thesis deals with the question how to deal with particles in phrasal verbs which are dealt with in different way. In the course of this work, it becomes obvious that particles are hybrids between prepositions and spatio-locative adverbs. But a clear assignment to one of the two categories is almost impossible as these elements provide a historically based interdependency between syntax and semantics. Starting from this perspective, the major claim is that the particles, leaving their li...
Towards User-Centric Transport in Europe
In order to build a sustainable transport system for people and goods that meets the needs of all users, a truly integrated and seamless approach is needed, and the full potential of transformative technologies has to be exploited. This can only be achieved if user-centeredness, cross-modality and technology transfer become the paradigm of shaping future transport. Mobility4EU is a project funded by the European Commission that focusses on these topics and is working on delivering an action plan towards a user-centric and cross-modal European transport system in 2030. The authors of this contributed volume are dedicated scholars and practitioners connected to Mobility4EU either as partners or external contributors. Their contributions focus on understanding user needs and report on technologies and approaches that support the tailoring of a user-centered cross-modal transport system for passengers and freight on long distances and in the urban context.
Reinventing Customer Engagement – Kundenbeziehungen neu erfinden
Der digitale Wandel steht bei Banken und Versicherungen weltweit ganz oben auf der Agenda. Die Finanzdienstleistungsindustrie als Ganzes tritt in eine vollkommen neue Phase ein. Digitaltechnologien und ein verändertes Kundenverhalten sind dabei, die Grundlagen völlig zu verändern. Und diese Umwälzungen sind viel zu grundlegend, als dass sie sich alleine mithilfe von Kostensenkung bewältigen ließen. Zwar sind Kostensenkungen notwendig, viele Banken und Versicherungen tun jedoch nichts anderes als überholte Prozesse zu aktualisieren. Die nächste Ebene des digitalen Wandels dreht sich um die Neuausrichtung des Kundenengagements zur Erzielung eines neuen und höheren Mehrwerts für Kunde...
