by Karl Sharicz | Jun 27, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Perceptions, Relationships, Strategy, Systems Thinking, Workplace
Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery. While they are...
by Karl Sharicz | Jun 5, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Perceptions, Relationships, Strategy, Systems Thinking, Workplace
Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing...
by Karl Sharicz | May 19, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace
In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I often think about this since, as a CX...
by Karl Sharicz | Apr 3, 2023 | Brand, Communication, Contact Centers, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace
You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times...
by Jerry Seufert | Mar 10, 2023 | Brand, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace
by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with...
by Karl Sharicz | Jun 10, 2022 | Brand, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace
The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality...
