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This Is What an Epic Customer Experience Fail Looks Like

Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let

A Customer Experience So Good, You Get Squatters

Recently, I went behind the scenes at the world famous San Diego Zoo and the experience was so much fun! I was in San Diego for the Next Generation Customer Experience conference and when we

Stop Being Ignored on Social: Holistic Marketing & Sales

While it’s technically easier to reach people through social channels for marketing and sales, it doesn’t mean it’s the right way to do things. Holistic Marketing for the Next Generation Generation Z, the generation AFTER

Is Your Customer Experience Technology Helpful or Creepy?

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Trends

Content Marketing Advice You Can’t Afford to Miss

Content marketing is such a big trend and for good reason! (In case you didn’t know it, the only marketing we’ve ever done here at Experience Investigators by 360Connext is blogging, speaking and social sharing.)

5 Essentials for a Happy Business Travel Experience

I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It’s easy to complain

Emotions are the Best Customer Metrics After All!

It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!) Today I was asked to share insights around emotional feedback, along with Kathryn Churches from

Key Insights from Next Generation Customer Experience: Day One

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on

Do You Know Sandals and Socks Guy? Get to Know YOUR Customers!

Personalization was a big trend at SXSW and it’s no surprise. Humans like when people recognize us. We want to feel known and heard. We want to be seen as the unique individuals we are.

5 Reasons Never to Miss SXSW Interactive

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital

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