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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 …

What Customer Experience Is NOT!

Did you know customer experience is the new: marketing customer advantage trend in business user interface answer ???? No. It’s not. It’s not any of these things, and yet I keep seeing blog posts and

What Does Employee Empowerment *Really* Mean?

A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal

5 Top Challenges CX Pros are Tackling Today

I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be

Should It Be Painful for Customers to Cancel?

There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now.

3 Ways Your Org Chart Creates B2B Customer Nightmares

Customers don’t care who owns what part of their business, but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the