What is going on right now in Customer Experience (CX)? This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success!
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HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Here’s your training guide.
❔”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What
❔”Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we’re not really sure where to
Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage
❔”Many times, we will get feedback from our customers about a pain point. We’ll map their journey, identify opportunities for improvement and even implement changes. But then what?”❔ When making changes to better the customer
❔”What do you think about how the new Starbucks CEO said he’d work 4 hours a month as a barista in different stores? Is this a good move or just a PR stunt?”❔ Let’s talk
❔”I’ve heard you say that customer experience (CX) can help an organization innovate, but CX seems really reactive. Can you share any ways to tie CX with innovation?”❔ In this episode, Jeannie Walters shares some
Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is
❔”I’ve heard you talk about a Service Code as a tool for front-line customer service…what is it and how would I use one?”❔ A Service Code defines what good customer service means in your organization