by Karl Sharicz | Oct 23, 2018 | Communication, Customer Experience, Empathy, Workplace
A colleague of mine often shares this sage advice whenever the opportunity arises; “God gave you two ears and one mouth, use them appropriately.” It seems talking is easy and listening is hard. Why is that? Some suggest this difficulty is related to brain function as...
by Karl Sharicz | Aug 13, 2018 | Communication, Customer Experience, Empathy
My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter. In the...
by Karl Sharicz | May 14, 2018 | Customer Experience
While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a...
by Karl Sharicz | Dec 24, 2017 | Customer Experience
This is my end-of-year blog for 2017 and, for those that follow me, this blog page will morph into a blog page on my new website that should be going live in January. In his 2017 end-of-year reflective blog, CX Consultant and colleague Ian Golding wrote about The...
by Karl Sharicz | Nov 2, 2016 | Customer Experience
On the cover of the November 2016 issue of Harvard Business Review (HBR) in pink uppercase lettering is the headline “WHAT KEEPS CEOs UP AT NIGHT.” Just below that are the words “Brand building, executive pay, and managing Millennials—for starters.” My finely...
