2020 CX Reflections – That Was The Year That Was
The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changes that...
The Power of Rudiments (Within CX)
Mastering the rudiments or basics of just about any pursuit can be critical to overall success. That certainly, and especially, applies to the skills and competencies required in the basic elements of managing Customer Experience (CX). Could the difference between a...
The Power of Perseverance
How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive...
The Power of Successful Conversation (Within a CX Role)
This blog is about human to human interactions and emotions—you know, the kind of interactions that those of us within the Customer Experience discipline profess to know the most about and have spent the most time mastering the art of conversation. So, let’s begin...