What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of “customer experience (CX).” In their ...
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is ...
We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it's vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand ...
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