Customer Experience Competitive Research & Growth Strategy Slide Deck

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CEB + CX
Competitive Analysis &
Growth Strategy Project

2
Presentation Agenda
Competitive
Analysis
Growth
Strategies
Next
Steps
Customer
Experience
Landscape

Customer
Experience
Landscape

4
Trends & Forecasts
New trends in the CX market must be fully
implemented or firms risk leaving millions behind
0
1
2
3
4
5
6
7
8
9
2014 2015 2016 2017 2018 2019
BillionsofDollars
Year
Growth of the Customer Experience
(CX) Market
CX Market (In Billions)
93%
Global CEOs who
said that CX
improvement is a
top priority this
year2
Having almost
24/7 support is
crucial for success3
Firms must have
both online and
offline capabilities4
CAGR:
17.3%
(2014 – 2019)
The CX market is set to double from
$3.78BN to almost $8.5BN in 2019. 1

5
Trends & Forecasts
Mobile, metrics and emotions are the true drivers
behind a memorable CX strategy
Provide omni-channel
service with a focus on
mobile CX5
Insightful metrics that are
simple but impactful are
rising, especially NPS (“what
are our scores, what do they
mean, what is a clear action
plan to improve/sustain our
scores, etc.)6
CX strategies must
focus on building up
positive experiences
for both customers
and employees7

6
BIGINSIGHTS
Focusing on mobile, metrics and emotions will lead to
more successful CX strategies
To capitalize on the growing CX market, the best firms will
enter as soon as possible
Firms can differentiate themselves by offering
online/offline solutions as well as support for customers
and employees

Competitive
Analysis

8
*A full list of the top 50 management consulting firms with a focus on
CX consulting used in this project can be found in Appendix. A.2
Many CX consultancies exist* but a market leader
does not, indicating a highly fragmented market

9
While a market leader doesn’t exist, there are a few
firms that continually hog the “CX spotlight”
The top firms were
categorized with the
following criteria8
1. Brand recognition &
reach
2. LinkedIn Presence
3. Awards
4. Creation of a industry-
changing methodology,
organization or patent
Using those criteria, the top 4 firms
in the CX industry are below:
The top firms are private companies so their individual market shares are unknown/unable to be
calculated, meaning that the question “Who is the leader of these four” was not determined.

10
Satmetrix NPX Bain & Company
 Co-creators of the Net Promoter
Score system
 Global reach/recognition with 10+
years experience
 Created Bain’s Loyalty practice to
educate firms about NPS
Each market leader has unique strengths, which
can be used to drive CEB’s future CX decisions
 Co-creators of the Net Promoter
Score system
 CX thought leaders
 10+ years experience in delivering
NPS & CX related services

11
Temkin Group Beyond Philosophy
 Pioneered proprietary methods of
analyzing both the rational and
emotional sides of CX
 CX thought leader
Market leaders leverage their unique histories,
members and value propositions to push ahead
 Co-created the Customer
Experience Professionals
Association (CXPA)
 Conducts annual research into
the state of the CX industry
 CX thought leader

12
BIGINSIGHTS
The top CX firms have forward thinking team members that
continue to push the CX industry forward (examples
include:
1. Creating revolutionary analytics systems, certification
and professional institutes
2. Travelling globally to speak/learn from the best, etc.)8
4 Similarities Between the Top 4 Firms
I. Proprietary information that changed the CX industry
II. 10+ years of experience
III. Strong brand recognition
IV. Ability to expand globally

Growth
Strategies

14
Potential growth strategies are many but there are
three frontrunners to drive CEB’s CX growth
Product
Innovations
Brand
Improvements
People
Acquisitions
Introduce new CEB tools that
capitalize on trends & forecasts
in the market
Ramp up brand recognition to
draw market share away from
the top firms
Bring in more CX thought leaders
and talent to act as a catalyst for
the 2 previous recommendations

15
Product Innovations
 CEB should introduce new CX resources that have a
70/30 split between Online and Offline tools
 To be highly scalable, the majority of resources should be online
 The remaining should be offline (traditional consulting) to offer highly
personalized solutions to companies
 CEB should leverage its global member network to launch
a new study on the best CX practices
 CEB already completes annual research projects; CEB should strive to
make a CX research study a priority for 2016
 CEB should look to innovate a new CX changing product
 CEB has recently rolled out a new CX product
 Analyze incoming data to determine what’s working and what’s not
quickly and reform the product as needed
 CX is a field that’s rapidly changing, calling for a keen eye to
successful metrics and multiple product revisions
Market leaders assume top positions because
of CX innovations; CEB should follow suit

16
Product Innovations
Product Innovation: Feasibility Analysis
Feasibility RYG
Speed of
Implementation
Financing
Capability
Operation and
Infrastructure
Reasoning
Implementation will
not be as quick as
these innovations will
take time to craft,
research, analyze and
create.
While CEB already has
finances in place, they
are not completely
diverted to CX
innovations. Yet.
Thanks to CEB’s
unique business
model and agility in
adapting to new
trends, the operation
and infrastructure are
already in place.

17
Brand Improvements
• CEB already has a global brand name for HR & Sales
and should look to add CX to the list
• CX brand can be improved by
• Gaining CXPA certifications (the industry standard for CX
professionals)
• Frequently attending CX conferences and setting up CEB booths to
educate CX professionals about CEB’s rising CX products
• Publishing innovative research to reputable journals (HBR, Forbes,
etc.) to gain traction similar to “The Challenger Sale”
• Search Engine Optimization to drive more member to CEB
Regardless of product innovations, the CEB
CX brand must ramp up its recognition & reach

18
Brand Improvements
Brand Improvements: Feasibility Analysis
Feasibility RYG
Speed of
Implementation
Financing
Capability
Operation and
Infrastructure
Reasoning
Implementation will
be fairly quick as CEB
has a large marketing
team; they’ll have to
focus their combined
effort on CX.
Certain conferences
may have to be
paused to make
room/money for high
level CX conferences.
Once again, CEB has
the foundations in
place to implement
these large scale
Brand Improvements.

19
People Acquisitions
• CEB already has two CX industry leaders in Matt Dixon
and Rick DeLisi
• CEB should continue building off their rising CX-
recognition
• CEB should continue to attract top CX talent, who
should come for the new CX products and CEB’s global
brand recognition
• Actively pursue those who are the top of the CX industry
• CEB should look into the possibility of acquiring a top
competitor to gain a large foothold in the market as
well as gain proprietary technology, brand recognition
and years of CX experience
• Recommended acquisition? Satmetrix or Temkin Group
“People acquisitions” would be the last area for
CEB to grow its budding CX practice

20
People Acquisitions
People Acquisitions: Feasibility Analysis
Feasibility RYG
Speed of
Implementation
Financing
Capability
Operation and
Infrastructure
Reasoning
CEB already hires
some of the best
minds. The focus for
the upcoming year
should be the best CX
thought leaders
Financing HR
shouldn’t be a
problem.
Operation and
Infrastructure also
shouldn’t be a
problem.

21
2015 2016 2017
Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2
Product
Innovations
Brand
Improvements
People
Acquisitions
Implementation Timeline
Craft Research Study Launch Study Analyze Results;
Create Resources
Launch Resources
Continuous Brand Improvements
Continuous People Acquisitions
Introduce new
CX initiatives
Introduce new
CX initiatives

Next
Steps

23
Begin forming specialized teams throughout
CEB to prepare for a full CX transformation
• Form CX Research
team
• Begin crafting
research study
• Form CX Marketing
team
• Create a extensive
marketing plan
• Form CX HR team
• Create short list of
CX Thought
Leaders to pursue
To become a market leader as quickly as possible, CX must become a top priority for CEB
Should launch this survey from CEB’s Sales & Marketing practice as it will be the most
relevant/insightful

Thank You
Sibi Murugesan
Business Development Intern, CEB
571.303.4448
smurugesan@cebgloabl.com

Appendix

26
Appendix. A.1 – CX Firm Locater Methodology
ASSUMPTIONS
The General List was compiled through internet searches. Most firms were
found on pages 1 – 10 of each search list. This was deemed valid for two
reasons:
1) time (there is not enough time to search out for every vendor
possible)
2) due to the rise of Search Engine Optimization, the major players
within the market were most likely to found in the first 10 pages of
each search.
ACTIONS
The General List was created through a Google search with the following
items: Customer Experience consulting; Customer Experience Consulting
Firms; Customer Experience Consulting Service; CX consulting; Net Promoter
Score consulting; Net Promoter Service Consulting Firms; Net Promoter
Score strategy; NPS consulting; NPS strategy

27
Appendix. A.2 – CX Consulting Firms
Company Name HQ Location MGMT Team Areas of Focus Differentiators Link
Strativity
US, Europe, Canada,
Austrailia
Lior Arussy - President;
Joseph P. Baumann -
COO; Cyrus Allen - Partner
Research/Dialogue Services;
Experience Redesign and
Readines; Leadership Education
Programs; Creative
Communications
No Real Differentiators https://strativity.com/
The Customer Experience
Company
Australia
Raj Mendes - Managing
Director; Chris Severn -
Company Director; David
Johnson - Director
CUSTOMER INSIGHTS;
Customer Strategy; Service
Design; Digital; Contact Centre;
Omni Channel Tranformation;
Custmer Centri Culture Change;
Customer Experience
Management
No Real Differentiators http://www.customerexperience.com.au/
Watermark Consulting US
Jon Picoult - Founder &
Principal;
Customer Insight; Brand
Development; Experience
Engineering; Communications
Development; Performance
Measurement
No Real Differentiators http://watermarkconsult.net/
Bain & Company
Asia, Austalia, Europe,
Middle East, Africa, North
& South America
Bob Bechek - Worldwide
Managing Director; Orit
Gadiesh - Chairman
Customer Experience, Net
Promoter Score Consulting
One of the world's best known management consulting
firms
http://www.bain.com/consulting-services/customer-strategy-and-
marketing/customer-experience.aspx
CreativeGood US
Mark Hurst - Founder &
CEO
Customer Experience, User
Experience, Customer Research
No Real Differentiators http://creativegood.com/
Customer Relationship
Metrics
US
Dr. Jodie Monget -
President
Survey Programs, Performance
Consulting, FCR Measurement,
CX Analytics
Offers a free diagnostic; 20 years of experience; pay-as-
you-go billing
http://metrics.net/
KPMG Nunwood
UK (but provides services
globally)
Philip Rushfirth - Managing
Director; David Conway -
Director; Tim Knight -
Director
CX Strategy; CX design and
Journey Mapping; NPS
Measurement; Fizz: CX Mgmt
Software
Global presence; Part of the CXPA; launched in 1996;
Acquired by KPMG in 2015
http://advisory.kpmg.us/managementconsulting/capabilities/customer
-experience.html?gclid=CP-lt7r68cYCFUsXHwodS0sDUA
Compunnel Digital US
Andy Gaur - CEO; Rakesh
Shah - President & CFO;
Sriraj Mallick - President of
Learning and Tech
Services
Attract & Engage; Shop & Buy;
Fufill & Deliver; Service &
Support; Retain & Repeat
No Real Differentiators
http://digitalexperience.compunnel.com/?creative=72389620737&key
word=customer%20experience%20consulting&matchtype=e&networ
k=g&device=c&gclid=CJXHitD78cYCFc4WHwodubwB2g

28
Beyond Philosophy US Colin Shaw - Founder
Strategic consultancy services;
customer research; training &
education
Client list includes large brands such as Microsoft, IBM,
FedEx
http://beyondphilosophy.com/
MCorpCX US
Michael Hinshaw -
President; Lynn Davison -
COO; Stephan Shay - VP
CX transformations; Building CX
capabilities; Building your brand;
training and education; quick
wins
No Real Differentiators http://www.mcorpcx.com/
Smithco Consultancy UK Shaun Smith - Founder CEM consulting, speeches,
workshops, Insight;
No Real Differentiators http://www.smithcoconsultancy.com/
Capgemini
US (but provides services
globally)
Cyril Garcia - CEO
Focus on Digital CX
Big brand name consulting firm; global presence
https://www.capgemini-consulting.com/customer-experience-
transformation
Jericho Consulting UK Joe Budnick - Owner
NPS; Voice of the Customer;...
Customer Journey Mapping; CX
transformation
Has great online reviews; an up and comer in the CX
market
http://jerichoconsulting.co.uk/
Fifth Quadrant AUS
James Organ - Managing
Director
Customer Experience Strategy
Development...
Multi-channel Customer
Experience Strategy Design and
modelling
Customer Experience Design &
Customer Co-creation
Customer Experience Research
Data Scientists and Analytics
Customer Experience and
Contact Centre Operational
Reviews
Customer Experience Industry
Analyst Reports, Subscriptions,
Briefings and Data Services
Customer Experience Training
Programs
Online Publishing for the
Customer Experience Industry
No Real Differentiators http://www.fifthquadrant.com.au/fifthquadrant/index
LRA by Deloitte
globally)
Rob Rush - Managing
Director;
CX Consulting; Mystery
Shopping; Research
Worldwide brand name; global presence; over 30 years of
experience
http://www.lraworldwide.com/?sp=1
DIJulius Group US
Dave Murray - Senior
Customer Service
Consultant
Customer experience & service
consulting and training
Secret Service certifications https://www.thedijuliusgroup.com/consulting/
MartitzCX
globally)
Carine Clark - President &
CEO; Adam Edmunds -
Chief Strategy Officer; Todd
Miceli - CFO
Tech & Research
Maritz merged with Allegiance, a research firm to form
MaritzCX a few years back; excellent reviews
http://www.maritzcx.com/
CXCO AUS
Aine O'Mahony - Managing
Director
Customer Strategy, Experience
and Engagement
Founded in 2010 (very young) http://www.cxco.com/

29
Avtex US
George Demou - President
& CEO; Terri Sayler -
CSMO; Bob Azman - Chief
Experience Officer
Contact Center Solutions;
Business Productivity Solutions;
CX Solutions; Marketing
Solutions
No Real Differentiators http://www.avtex.com/solutions/customer-experience/cx-consulting
CX Group US Ken Reimer - CEO CX Interactions; CX Consulting CX firm that focuses on software solutions http://www.cxgroup.co/
Alcatel-Lucent
globally)
Michael Combes - CEO;
Tim Krausse - CMO; Jean
Raby - Finance & Legal
Tech & Research Tech specialist with a small focus on CX consulting
https://www.alcatel-lucent.com/services/customer-experience-
consulting
ClearActionCX US Lynn Hunsaker - Founder
CX - Coaching, Consulting,
Training, Assessment, CX
Resources
Unique pricing structure for CX consulting: monthly
retainer and milestone-based consulting
https://clearactioncx.com/
BrightOne
globally)
Alexander Graf - Managing
Director
CX Consulting, Platforms, Care No Real Differentiators http://www.brightone.com/customer-experience/cx-consulting/
ThoughtBurst Inc US
Andy Pritchard - President
& CEO
CX Consulting - CX Vision,
BluPrint, Assess, Education,
Insight
No Real Differentiators http://www.thoughtburstinc.com/cXEvolve
Sitecore US
Michael Seifert - CEO; Kim
Elsass - CXO; Ahmad
Rubaie - CFO
CX training, support program,
business optimization services,
tech consulting
Award winning; a decade of experience; written about in
Forrester and Gartner articles
http://www.sitecore.net/
Forrester
globally)
George Colony - Chairman
& CEO; Michael Doyle -
CFO; Victor Milligan - CMO
CX - strategy, insights & metrics,
design
One of the world's biggest research firms, big brand,
strong client list, global reach, viewed as a CX thought
leader
https://www.forrester.com/Customer-Experience-Consulting/-/E-
MPL241
Oracle
globally)
Safra Catz - CEO; Mark
Hurd - CEO
CX software for: Marketing,
Sales, Service, Commerce,
Social, CPQ
Global brand; not known for CX but brings years of
innovation with the name https://www.oracle.com/applications/customer-experience/index.html
Cape Consulting UK
Lyn Etherington - Managing
Director Customer Service Training No Real Differentiators http://www.capeconsulting.com/customer-service-consulting/

30
360 Connext US
Jeanie Walters - Founder &
CEO
Customer Experience
Investigation No Real Differentiators http://360connext.com/
Inmoment US, UK
John Sperry - CEO; Lonnie
Mayne - President; Mark
Webb - CFO
CX management and feedback
surveys
Offers a variety of unique CX services not seen by other
firms http://www.inmoment.com/services/
Clarabridge US
Sid Banerjee - CEO, Co-
Founder; Bas Brukx - CFO
CX - Support, Consulting,
Customer Success, Training
One of Deloitte's Tech Fast 500; CEO was named "Most
Admired" http://www.clarabridge.com/services/consulting/
SingleStone US
Chris Little - Founding
Principal & CEO
CX Strategy; Customer
Research; Process Excellence;
Data & Analytics Focuses mostly on F100 clients in the East Coast http://www.singlestoneconsulting.com/
Coyle Hospitality Group
globally)
Jim Coyle - Founder, Jim
Gurtman - COO Mystery Shopping for Hotels Global Presence http://www.coylehospitality.com/customer-experience-consulting/
Salmat AUS
Phil Salter - Founder; Craig
Dower - CEO
Customer Acquisition Solutions
through integrated multi-
channels Large presence in AUS ($450MM/4000 employees)
http://www.salmat.com.au/what-we-do/contact/customer-experience-
strategy
Cogneato US
Ronald Higgins -
Founder/Owner
Customer Experience Website
Consulting No Real Differentiators http://cogneato.com/consulting/
Andrew Reise US Unable to find CX - Strategy, Delivery, Mapping No Real Differentiators http://www.andrewreise.com/
VereQuest US
Sharon Oatway - Owner,
President, CEO
CX Consulting, Training,
Mapping, Monitoring No Real Differentiators
https://www.verequest.com/solutions/customer-experience-
consulting/
Temkin Group US
Bruce Temkin, Managing
Partner/Founder
CX Operational Assessment;
Interactive Training; Speeches &
Off-Sites; Leadership Coaching
A leader/pioneer in the CX field; strong brand recognitiion
and research/thought leader http://www.temkingroup.com/

31
Blue Space Consulting US Roy A. Barnes - President
CX, Strategic Alignment, Change
Management
Claims it can deliver a new experience design process in
28 days http://www.bluespaceconsulting.com/
PwC - Customer
Service/Engagement
globally) Dennis M. Nally - Chairman
Contact Center Optimization;
Digital & Social Customer Care;
Omni-channel experience
Global consulting firm; big brand name; Customer service
branch is less known but still carries same weight with the
PwC name www.pwc.com
Service Excellence Group US Marci Bikshorn - CEO
Performance Consulting &
Training No Real Differentiators http://www.serviceexcellencegroup.com/about
Evantage Consulting US
Robin Carpenter -
Managing Partner
Customer Transformation - CX
strategy, Customer needs
elicitation, customer and user
research, user-centered design No Real Differentiators http://evantageconsulting.com/
Revel Consulting US
Vikas Kamran - CEO;
Jacques Le - Managing
Director
CX - Consumer aquistion;
service & support; loyalty &
retention; experience
management
Has great online reviews; an up and comer in the CX
market http://revelconsulting.com/services/customer/
HIghLand Solutions US
Brian Sutherland - CEO;
Jeff Nixon - COO; Mike
Lane - CTO CRM tech solutions No Real Differentiators
http://www.highlandsolutions.com/platform/customer-experience-
solutions/
Mulberry Consulting US, UK Unable to find
CX, Customer Journey Mapping,
Brand Value No Real Differentiators http://www.mulberryconsulting.com/
Genroe AUS
Adam Ramshaw - Founder
& Owner;
CX management, customer
analytics, net promoter score
consulting No Real Differentiators http://www.genroe.com/?nabe=6649099202854912:0
PA Consulting
globally) Alan Middleton - CEO
Customer Strategy Consulting -
customer insights, competitive
customer offers, more effective
selling Large presence in UK http://www.paconsulting.com/
SDL
globally) Mark Lancaster - CEO CX management
Leader in global customer experience; claims that top 100
companies in the world use SDL to create CX to drive
demand http://www.paconsulting.com/
LimeBridge AUS Bill Price - CEO
Improve customer service;
manage customer demand;
service and sales improvement No Real Differentiators http://www.limebridge.com.au/

32
Appendix. B - Footnotes
I. CAGR Growth from 2014 – 2019
I. The CAGR was only given for the 5 year time period. By reversing the CAGR formula, the CAGR for each individual year
was determined. http://www.prnewswire.com/news-releases/customer-experience-management-market-2014-2019-
research-and-forecast-report-274489191.html
II. 93% of Global CEOs said “Yes, CX is a top priority this year”
I. http://www.prnewswire.com/news-releases/customer-experience-management-market-2014-2019-research-and-
forecast-report-274489191.html
III. Almost 24/7 support is crucial to success
I. http://www.bain.com/infographics/five-disciplines/
IV. Firms must have both online & offline capabilities
I. http://blogs.forrester.com/kate_leggett/14-01-13-forresters_top_trends_for_customer_service_in_2014
V. Omni-channel service, focus on mobile
I. http://www.sas.com/content/dam/SAS/en_us/doc/whitepaper2/hbr-leading-edge-customer-experience-mgmt-
107061.pdf
VI. NPS metrics
I. http://blog.clientheartbeat.com/customer-experience-trends-2015/
VII. Positive experiences for employees and customers
I. http://blog.clientheartbeat.com/customer-experience-trends-2015/
VIII. Top 25 Influencers in the CX Industry
I. http://blog.satmetrix.com/top-25-customer-experience-leaders-plus-25-more-to-watch-for-2015-infographic

33
Appendix. C – Definitions
• Customer Experience (CX) : Customer experience is the product of an interaction between an organization and
a customer over the duration of their relationship
• Segments of the CX Value Chain:
• Net Promoter Score (NPS): Net Promoter Score is a customer loyalty metric where consumers are asked “How
likely is it that you would recommend our company/product/service to a friend or colleague?” which is used to
measure loyalty between a consumer and provider.
• NPS Scoring Chart:
Attraction Awareness Discovery Cultivation Advocacy Purchase Use

34
Appendix. C – Qualitative Research
• http://www.forbes.com/sites/martinzwilling/2014/03/10/customer-experience-is-todays-business-
benchmark/
• http://www.bain.com/infographics/five-disciplines/
• http://www.sas.com/content/dam/SAS/en_us/doc/whitepaper2/hbr-leading-edge-customer-experience-
mgmt-107061.pdf
• http://blogs.forrester.com/kerry_bodine/13-01-04-forresters_2013_customer_experience_predictions
• https://www.linkedin.com/pulse/20130107140541-284615-7-predictions-for-the-customer-experience-
industry-in-2013
• http://blogs.forrester.com/kate_leggett/14-01-13-forresters_top_trends_for_customer_service_in_2014
• http://blog.clientheartbeat.com/customer-experience-trends-2015/
• http://www.prnewswire.com/news-releases/customer-experience-management-market-2014-2019-research-
and-forecast-report-274489191.html
• http://www.crmsearch.com/cx-research.php
• http://blog.satmetrix.com/top-25-customer-experience-leaders-plus-25-more-to-watch-for-2015-infographic

35
Appendix. D – Image Citations
• HR Icon: http://www.vpiexperthr.com/wp-content/uploads/2014/08/vpi-expert-hr-icon-12.png
• Research Icon: http://icons.iconarchive.com/icons/icons8/android/512/Industry-Research-icon.png
• Marketing Icon: http://www.menacegroup.com.au/images/traditional-marketing-icon.png
• HR Icon 2: http://www.vpiexperthr.com/wp-content/uploads/2014/08/vpi-expert-hr-icon-3.png
• Brand Icon: http://showstylekids.com/wp-content/uploads/2014/07/brand_icon1.png
• Product Icon: https://cdn2.iconfinder.com/data/icons/windows-8-metro-style/128/product.png
• Bain Logo: https://upload.wikimedia.org/wikipedia/en/thumb/8/86/Bain_and_Company_Logo_1.svg/1280px-
Bain_and_Company_Logo_1.svg.png
• Satmetrix Logo: https://pbs.twimg.com/profile_images/565668084359233536/z8YA8RfU.png
• Temkin Group Logo: http://www.theshelbyreport.com/wp-content/uploads/2013/01/temkinlogo.jpg
• Beyond Philosophy Logo: https://media.licdn.com/media/p/1/005/08d/16d/3bc29a4.png
• Strativity Logo: https://strativity.com/wp-content/uploads/2013/05/logo.png
• Clock: http://www.nasarallysport.com/graphics/signs/symbol-clock.png
• Computer: http://studydroid.net/images/icons/originals/iconmonstr-laptop-icon.png
• People: http://cdn.flaticon.com/png/256/27825.png
• Magnifying glass: https://upload.wikimedia.org/wikipedia/commons/thumb/5/55/Magnifying_glass_icon.svg/490px-
Magnifying_glass_icon.svg.png
• Mobile: http://simpleicon.com/wp-content/uploads/mobile-1.png

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