by Karl Sharicz | Jul 15, 2019 | Communication, Customer Experience, Empathy, Training, Workplace
Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing. My initial response and emotional reaction to that...
by Joe Camirand | May 14, 2019 | Brand, Communication, Customer Experience, Empathy, Workplace
Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, some have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a...
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 Joe Camirand | Mar 25, 2019 | Communication, Customer Experience, Empathy, Workplace
We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. While this is certainly true, it also requires an experienced and committed CX Leader. Of course, being a CX Leader is not easy. It’s even...
by Joe Camirand | Feb 26, 2019 | Brand, Communication, Customer Experience, Empathy, Workplace
The general and financial benefits of delivering a great customer experience have been written and talked about for many years now. However, some organizations still struggle to embrace a full commitment to it. Many organizations will venture down the path, but then...
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...
