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What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create
We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America
I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their
Getting Decision-Makers to Approve New Customer Experience Initiatives Has Rarely Been Easy Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be
Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect
Customer Experience is Multifaceted Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers have with your brand, built on every interaction and emotion along the way. It’s
It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams
Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get
The Experience Economy, written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way
CX Training Takes a Cross-Functional Team. There’s a reason we use the term “it takes a village” when referring to educating children. Learning is an ongoing process that requires more than one point of input
