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Brand Culture

Customer Experience Lessons from 2020: Experts Chime In

We're headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children's ...

How to Turn Reactive Customer Experience into Proactive CX

Listen to this article Is Your Organization's Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. ...

What Is Customer Experience?

Listen to this article Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer's journey. Some use the term ...
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Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Listen to this article "I Know Customer Experience is Important, But..." When I speak to groups or host our weekly webinar series , I hear one thing over and over again. "I get it. Customer experience is important. BUT... my ...
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3 Employee Experience Touchpoints That Impact Customer Experience

Listen to this article Employee Experience is Critical, and Smart Organizations are Taking Notice Employee experience has been called "the new customer experience" and "the answer to customer experience" in more than one article. There is no doubt the experience ...
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How To Dispel CX Misconceptions & Miscommunication in Your Organization

Listen to this article What is Your Team Saying -- And Hearing -- When it Comes to CX? Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications. It's difficult to change ...

Why a CX Mission Matters — And How to Create One

Listen to this article How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands ...
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Want Greater CX Success? Build Your CX Success Statement

Listen to this article What Does CX Success Look Like in Your Organization? "Our top CX goal is to create an all-around customer experience." Sure, this sounds nice... But when you really think about it, it doesn't really say much, ...

How to Build Customer Trust: 4 CX Leaders Share

Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the "next normal" and what that means to their daily experiences. Businesses are ...
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CX Q&A: Answers to Your Top Customer Experience Questions

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to ...
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