Blog & Resources

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How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids' table and be quiet while the adults chat. ...

How to Revise Employee Experience for Social Distancing

Today's employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. While some ...

How to Build & Maintain Customer Trust During Covid-19

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we've built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? ...

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Why Offering Virtual Learning is Crucial, But Not Enough

Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It's about the end-to-end journey your customers have with your brand, built on every interaction and emotion along the way. It's about employee experience, ensuring your ...

COVID-19 Makes Journey Mapping More Important Than Ever. Here’s How to Build One.

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it -- remote teams, changing budgets, new family dynamics -- are competing for your attention, but don't let your journey map collect ...

Keeping a Customer-Centric Culture During Social Distancing

It's probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is ...

What Your Customer Experience Team Needs Now

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family's needs and our own physical and emotional health. We will get through this. And right now ...

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What CX Leaders Can Predict in a Crisis

It feels a little tricky to try to predict anything these days... but I'm going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer ...

What can Customer Experience Leaders Expect?

How to Keep Your Customer Experience Momentum

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn't have imagined a few short weeks or even days ago. We are in ...

What a Customer Touchpoint Is (and Why You Should Care)

What is a Touchpoint? According to Wikipedia, the definition of a touchpoint is: Touchpoint (also touch point, contact point, point of contact) is business jargon for any encounter where customers and business engage to exchange information, provide service, or ...

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