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Author
Audrey Grant
Director, Digital Marketing eCommerce & Customer Experience, Scotiabank
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Articles Authored by me
Articles Authored by me as Council member
The role of AI in customer experience in the retail industry
Aug 06
Customer Experience
The evolution of CX
May 03
Customer Experience
Knowing when to exceed customer expectations
Jan 15
Customer Experience
Personalization at scale
Oct 05
Customer Experience
Spotlight on omnichannel experience, Part 3
Aug 18
Customer Experience
Spotlight on omnichannel experience, Part 2
Aug 11
Customer Experience
Spotlight on omnichannel experience, Part 1
Aug 03
Customer Experience
Becoming a customer-first company
Jun 26
Customer Experience
The power of CX measurement
Jun 19
Customer Experience
Embracing ChatGPT and AI for CX
Apr 21
Customer Experience
Entering the era of human experience
Mar 03
Customer Experience
How organizational design can impact employee experience
Jul 29
Customer Experience
The elevated role of employee experience
Jul 11
Customer Experience
How customer and employee experience work together
Jun 27
Customer Experience
The impact of today’s trends on customer experience
Apr 01
Customer Experience
The evolution of NPS 3.0
Jan 13
Customer Experience
Why ROI of CX is critical for business growth
Jan 12
Customer Experience
Creating a customer journey with a sense of discovery and connection
Sep 15
Customer Experience
The year that changed CX forever, for the better
Jul 05
Customer Experience
Getting real about CX + EX
Jun 10
Customer Experience
Creating a customer journey with function and emotion
Mar 24
Brand
Customer Experience
Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation
Feb 06
Customer Experience
Customer Experience: As Simple as One-Two-Three?
Jan 15
Customer Experience
Fundamental Change Required to Improve Customer Experience
Oct 31
Customer Experience
CX Design Across High & Low Involvement Options: An Interview with Cineplex (Blog 3 of 3)
Sep 23
CX Design Across High & Low Involvement Options: An Interview with DAVIDsTEA (Blog 2 of 3)
Sep 05
CX Design Across High & Low Involvement Options: Interview with Walmart (Blog 1 of 3)
Aug 14
Brand
Insights
Customer Experience
Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3
Jul 18
Insights
Customer Experience
Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 2
Jun 12
Customer Experience
Brand
Is Customer Experience Directly Linked to Business Strategy?
Apr 25
Brand
Insights
Customer Experience
Customer Experience: Lack of Organizational Culture
Dec 13
Brand
Insights
Customer Experience
Martech
Customer Journey Mapping: Tips and Principles
Jan 03
Insights
Customer Experience
Media
Brand
How digital is reshaping the traditional retail flyer experience
Jul 12
Customer Experience
Communication and Execution are foundational to CX delivery
Jun 21
How Wi-Fi Marketing Increases Loyalty, Sales and Insights in Customer Behaviour
Jun 07
How Augmented Reality is poised to rock our Marketing world
May 10
Brand
Customer Experience
Defining ‘high-value’ services
Jun 04
Brand
Insights
Customer Experience
Customer experience: Change is good…you go first!
May 08
The role of AI in customer experience in the retail industry
Aug 06
Customer Experience
The evolution of CX
May 03
Customer Experience
Knowing when to exceed customer expectations
Jan 15
Customer Experience
Personalization at scale
Oct 05
Customer Experience
Spotlight on omnichannel experience, Part 3
Aug 18
Customer Experience
Spotlight on omnichannel experience, Part 2
Aug 11
Customer Experience
Spotlight on omnichannel experience, Part 1
Aug 03
Customer Experience
Becoming a customer-first company
Jun 26
Customer Experience
The power of CX measurement
Jun 19
Customer Experience
Embracing ChatGPT and AI for CX
Apr 21
Customer Experience
Entering the era of human experience
Mar 03
Customer Experience
How organizational design can impact employee experience
Jul 29
Customer Experience
The elevated role of employee experience
Jul 11
Customer Experience
How customer and employee experience work together
Jun 27
Customer Experience
The impact of today’s trends on customer experience
Apr 01
Customer Experience
The evolution of NPS 3.0
Jan 13
Customer Experience
Why ROI of CX is critical for business growth
Jan 12
Customer Experience
Creating a customer journey with a sense of discovery and connection
Sep 15
Customer Experience
The year that changed CX forever, for the better
Jul 05
Customer Experience
Getting real about CX + EX
Jun 10
Customer Experience
Creating a customer journey with function and emotion
Mar 24
Brand
Customer Experience
Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation
Feb 06
Customer Experience
Customer Experience: As Simple as One-Two-Three?
Jan 15
Customer Experience
Fundamental Change Required to Improve Customer Experience
Oct 31
Customer Experience
CX Design Across High & Low Involvement Options: An Interview with Cineplex (Blog 3 of 3)
Sep 23
CX Design Across High & Low Involvement Options: An Interview with DAVIDsTEA (Blog 2 of 3)
Sep 05
CX Design Across High & Low Involvement Options: Interview with Walmart (Blog 1 of 3)
Aug 14
Brand
Insights
Customer Experience
Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3
Jul 18
Insights
Customer Experience
Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 2
Jun 12
Customer Experience
Brand
Is Customer Experience Directly Linked to Business Strategy?
Apr 25
Brand
Insights
Customer Experience
Customer Experience: Lack of Organizational Culture
Dec 13
Brand
Insights
Customer Experience
Martech
Customer Journey Mapping: Tips and Principles
Jan 03
Insights
Customer Experience
Media
Brand
How digital is reshaping the traditional retail flyer experience
Jul 12
Customer Experience
Communication and Execution are foundational to CX delivery
Jun 21
How Wi-Fi Marketing Increases Loyalty, Sales and Insights in Customer Behaviour
Jun 07
How Augmented Reality is poised to rock our Marketing world
May 10
Brand
Customer Experience
Defining ‘high-value’ services
Jun 04
Brand
Insights
Customer Experience
Customer experience: Change is good…you go first!
May 08
The role of AI in customer experience in the retail industry
Aug 06
Customer Experience
The evolution of CX
May 03
Customer Experience
Knowing when to exceed customer expectations
Jan 15
Customer Experience
Personalization at scale
Oct 05
Customer Experience
Spotlight on omnichannel experience, Part 3
Aug 18
Customer Experience
Spotlight on omnichannel experience, Part 2
Aug 11
Customer Experience
Spotlight on omnichannel experience, Part 1
Aug 03
Customer Experience
Becoming a customer-first company
Jun 26
Customer Experience
The power of CX measurement
Jun 19
Customer Experience
Embracing ChatGPT and AI for CX
Apr 21
Customer Experience
Entering the era of human experience
Mar 03
Customer Experience
How organizational design can impact employee experience
Jul 29
Customer Experience
The elevated role of employee experience
Jul 11
Customer Experience
How customer and employee experience work together
Jun 27
Customer Experience
The impact of today’s trends on customer experience
Apr 01
Customer Experience
The evolution of NPS 3.0
Jan 13
Customer Experience
Why ROI of CX is critical for business growth
Jan 12
Customer Experience
Creating a customer journey with a sense of discovery and connection
Sep 15
Customer Experience
The year that changed CX forever, for the better
Jul 05
Customer Experience
Getting real about CX + EX
Jun 10
Customer Experience
Creating a customer journey with function and emotion
Mar 24
Brand
Customer Experience
Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation
Feb 06
Customer Experience
Customer Experience: As Simple as One-Two-Three?
Jan 15
Customer Experience
Fundamental Change Required to Improve Customer Experience
Oct 31
Customer Experience
CX Design Across High & Low Involvement Options: An Interview with Cineplex (Blog 3 of 3)
Sep 23
CX Design Across High & Low Involvement Options: An Interview with DAVIDsTEA (Blog 2 of 3)
Sep 05
CX Design Across High & Low Involvement Options: Interview with Walmart (Blog 1 of 3)
Aug 14
Brand
Insights
Customer Experience
Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3
Jul 18
Insights
Customer Experience
Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 2
Jun 12
Customer Experience
Brand
Is Customer Experience Directly Linked to Business Strategy?
Apr 25
Brand
Insights
Customer Experience
Customer Experience: Lack of Organizational Culture
Dec 13
Brand
Insights
Customer Experience
Martech
Customer Journey Mapping: Tips and Principles
Jan 03
Insights
Customer Experience
Media
Brand
How digital is reshaping the traditional retail flyer experience
Jul 12
Customer Experience
Communication and Execution are foundational to CX delivery
Jun 21
How Wi-Fi Marketing Increases Loyalty, Sales and Insights in Customer Behaviour
Jun 07
How Augmented Reality is poised to rock our Marketing world
May 10
Brand
Customer Experience
Defining ‘high-value’ services
Jun 04
Brand
Insights
Customer Experience
Customer experience: Change is good…you go first!
May 08
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