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I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0, and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be
What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase,
What’s your customer experience mission? I have introduced the idea of customer experience to many people. I’m excited that it’s finally catching on! But it seems most business leaders have only a basic understanding of the phrase. When we get right down to
There is a really exciting change happening. Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience Executive. They’ve realized the importance of investing in the overall experience
