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Taking Your CX Program from Reactive Realities to Proactive Paths

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain …

customer experience repair

Forget About the Wow. What Should You Fix NOW?

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

3 Tips to Make You Overcome Fear of Disruption

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

best CX leaders

The Best CX Leaders ROCK at These 3 Things

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new

How to Start Improving CX in the Real World

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

How to Create Your Punch List for Quick CX Wins

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing

How to Know if Your CX Strategy Is Fake

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