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How to Build Customer Trust: 4 CX Leaders Share

Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to

Personas, Interviews, Data & More: How to Know Your Customer

Listen to this article Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Often these goals

To Master Customer Experience Strategy, Master CX Mindset

Listen to this article What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey.

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CX Q&A: Answers to Your Top Customer Experience Questions

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What

Why Journey Map? 3 Problems They Can Solve

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful on how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer

Solving 2020’s CX Challenges: 3 Influencers from SAP SAPPHIRE Weigh In

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Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action

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

How to Reduce Customer Effort Before it Can Build Up

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis Solicit open-ended feedback Put the customer at the

A Call for Representation in Customer Experience

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

Improve Your Voice of the Customer Program: Focus on These 3 Things

My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” The first screen I saw, behind the receptionist,

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How to Use Customer Journey Maps to Solve Your CX Challenges

Learn How To: