Words Matter in the CX Profession

Words Matter in the CX Profession

I first wrote and published this blog topic back in July of 2015. That was nearly six years ago and, with recent events revealing racial inequities along with an increase in anti-Asian and other hate crimes, I thought it was time to bring this topic once again to the...
Words Matter in the CX Profession

The Power of Microaggressions (and how they manifest themselves within CX)

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...

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