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Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And
The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have
Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an
Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party
There are probably a million ways to improve customer experience in your organization, so where should you start? Before you do anything, think about this: Humans have a way of turning a nice idea into
Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your
Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer
Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing
I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic
I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and
