by Karl Sharicz | Nov 7, 2019 | Communication, Customer Experience, Empathy, Workplace
A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing. The advice he offered was ‘just because you can, doesn’t mean you should’ which came from a common English saying, meaning that there are some things that...
by Horizon CX | Oct 8, 2019 | Communication, Customer Experience, Empathy, Training, Workplace
Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is...
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...
