by Karl Sharicz | Jan 4, 2021 | Brand, Communication, Customer Experience, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Workplace
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...
by Karl Sharicz | Oct 3, 2020 | Brand, Communication, Customer Experience, Empathy, implicit bias, Leadership, microaggression, Relationships, Workplace
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...
by Peter Swaim | Sep 10, 2020 | Communication, Customer Experience, Empathy, Workplace
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...
by Karl Sharicz | Aug 10, 2020 | Brand, Communication, Customer Experience, Empathy, implicit bias, Leadership, microaggression, Relationships, Workplace
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...
by Karl Sharicz | Jul 2, 2020 | Brand, Communication, Customer Experience, Empathy, implicit bias, Leadership, microaggression, Relationships, Workplace
I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression. That was a racist act of killing for pure pleasure by the hand of someone whose job it...
by Joe Camirand | Jun 2, 2020 | Communication, Customer Experience, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Workplace
How is it that some leaders seem to instill a spark of creative energy and enthusiasm within nearly everyone around them while others seem to suck the energy out of the room the moment they enter? Those might at first appear to be two leadership extremes and to some...
