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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 Is… What, Exactly?

What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase,

Closing the Customer Experience Gap With Mobile

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of

5 Ways Kimpton Builds Great Customer Experiences

As readers of 360Connext are aware, micromoments help form an integral part of any customer experience. micromoments are those little parts of the customer experience, often overlooked by organizations, that can have a big impact on