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 Horizon CX | Aug 9, 2018 | Big Data, Brand, Call Center, Customer Experience
The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that...
by Horizon CX | Jul 20, 2018 | Brand, Customer Experience
The following article is a guest post by Larry Reed of DesignRush obtained through Tenfold – www.tenfold.com. Tenfold powers better customer conversations In the last several years, the rise of customer experience as the main focus of most digital marketing...
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 Joe Camirand | Mar 21, 2018 | Customer Experience
We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t terribly long and there was minimal drop-off once someone began the survey. So, we were stumped as to why we were only seeing a 2% response rate....
