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what is a customer experience touchpoint

What a Customer Journey Touchpoint Is (and Why Customer Experience Leaders Should Care)

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want ...
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Is Your Organization’s Customer Experience Success Intentional?

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There

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5 Ways to Be Proactive to Prevent CX Pain Points

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments

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Customer-Centric Culture Barriers and Ways to Address Them

“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” Sound familiar? You or maybe your organization may have adopted

Person typing at a laptop at shared table that displays the words Quality Assurance, Customer, Service, and Satisfaction.

What is the Meaning of Quality to Customers?

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is

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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

10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

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