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...
by Karl Sharicz | May 1, 2020 | Brand, Communication, Customer Experience, Empathy, Workplace
At this most difficult time amidst a pandemic that we as a nation seem to have been so significant and remarkably unprepared for here within these United States, I believe a lot of soul-searching is taking place—both personally and professionally—that will determine...
by Horizon CX | Apr 1, 2020 | Communication, Customer Experience, Empathy, Workplace
By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. The presenter told a story...
by Karl Sharicz | Feb 29, 2020 | Communication, Customer Experience, Empathy, Workplace
Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. The two of you introduce yourselves to one another after which the person you just met launches into a personal story around...
