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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 …

How To Prioritize Customer Experience Efforts

Customer Experience requires action… and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires

CX Mission Moments: 3 Ways to Turn Words into Actions

There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your

Customer Experience: 9 Ways to Take Action

If you’ve attended any of my live sessions or read earlier articles, you may know that I believe there are three important facets to any customer experience program: Mindset Strategy Business Discipline If you’re just

How Storytelling Can Super-Power CX

Are you measuring, or just calculating? We’ve all been there. We’ve watched as a presenter, equipped with incredible data and very good intentions, points to numbers on a screen or in a document. You see

The 3 Facets of Customer Experience

Leaders come to me with similar challenges again and again when it comes to customer experience. They are often assigned a CX leadership role without much more than a vague job description and audacious goals

5 Things Great CEOs Understand About Customer Experience

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right?  If