by Karl Sharicz | Apr 4, 2019 | Brand, Communication, Customer Experience, Empathy, Workplace
As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the...
by Karl Sharicz | Dec 31, 2018 | Customer Experience, Empathy, Workplace
Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. As a member...
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...
