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Customer Experience Lessons from 2020: Experts Chime In

We're headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children's ...

Want Greater CX Success? Build Your CX Success Statement

Listen to this article What Does CX Success Look Like in Your Organization? "Our top CX goal is to create an all-around customer experience." Sure, this sounds nice... But when you really think about it, it doesn't really say much, ...

How to Build Customer Trust: 4 CX Leaders Share

Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the "next normal" and what that means to their daily experiences. Businesses are ...
Hero image of Stephanie Thum, Annette Franz, Ingrid Lindberg, Karyn Furstman

CX Q&A: Answers to Your Top Customer Experience Questions

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to ...
Hero image for blog post on cx question and answer videos

Be Wary of “The Year of the Customer”

Charging into the new year, it's easy to want to name what's ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be "The Year of Experience," "When Experience Finally Wins" or "The Year of the Customer." ...
Year of the Customer Hero Image

20 CX Commitments for 2020

I'm weirdly excited about this year. 2020 - a year of vision! (See what I did there?) This time of year is all about the BIG plans. We're going to eat healthier, get better sleep and drink more water, right? ...
CX in 2020

CX Education Never Stops: Lessons in Learning for Every CX Leader

Do you consider yourself a life-long learner? Most successful people are. Bill Gates famously reads more than 50 books per year and has stated that you don't get old until you stop learning. Better yet, lifelong learning leads to a ...
Jeannie Walters delivers a Linkedin Learning course

CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

"We're unique, and so are the CX challenges we face." That's what we like to believe. We like to believe this about ourselves, our brands and our customers. We have bigger and badder challenges than our competitors...because of the size ...
Jeannie Walters & Manuel Grencacher at SAP CX Live Munich

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