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Use SMIRC Goals to Define Customer Experience Outcomes

Listen to this article You’ve heard of SMART goals… But what about 😏 SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague,

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