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About – Second Order
ABOUT Second Order is a Canada-based management consultancy with global reach. We help our clients with strategic planning, customer strategy, financial planning, design, and execution. Our clients ar...
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Consultant Network – Second Order
Consultants We are a federation of independents who work together when it makes sense. We add resources to projects based on the client’s needs, digging into our networks to bring the right resources ...
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A Framework for Customer Experience Improvement Programs – Second Order
Reduced cost-to-serve (e.g. fewer contact center calls) Customer recommendations Governance Silo thinking leads organizations toward optimizing touch-points rather than journeys. Governance defines wh...
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STORIES – Second Order
Most organizations are well aware that they need to improve their customer experience either to drive revenue or to achieve customer satisfaction improvement as an end in itself. If you are reading th...