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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
Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff
How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview You are probably familiar with the term Voice of the Customer, often
Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or
I’m weirdly excited about this year. 2020 – a year of vision! (See what I did there?) This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep
