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	<title>FS Edge &#187; customer experience</title>
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		<title>The Process Experience</title>
		<link>http://fsedge.exbdblogs.com/2010/01/12/the-process-experience/</link>
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		<pubDate>Tue, 12 Jan 2010 22:25:35 +0000</pubDate>
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		<dc:creator>Elisa Vannini</dc:creator>
				<category><![CDATA[Operations  Posts]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Process Improvement]]></category>

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		<description><![CDATA[As many of you may have read in my bio, I grew up in a developing country, and recently visited my family there over the holidays. While I was there, I had the opportunity to make a pretty simple transaction at a banking institution, and was so annoyed by the time I left I was [...]]]></description>
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