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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
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
Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from
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
Who doesn’t just adore a time-saving shortcut? One of my favorites is the convenience of typing the first two letters of a web address into my browser and being magically transported to the site! But
I hate to break this to you, but we’re more than half-way through the calendar year. Have you done a mid-year review yet? This is a critical time to review your goals for this year
In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel
