by Karl Sharicz | Jun 5, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Perceptions, Relationships, Strategy, Systems Thinking, Workplace
Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing...
by Karl Sharicz | May 19, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace
In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I often think about this since, as a CX...
by Karl Sharicz | Apr 3, 2023 | Brand, Communication, Contact Centers, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace
You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times...
by Jerry Seufert | Mar 10, 2023 | Brand, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace
by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with...
by Karl Sharicz | Jun 10, 2022 | Brand, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Systems Thinking, Workplace
The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality...
by Karl Sharicz | Mar 19, 2022 | Brand, Communication, Customer Experience, Empathy, Employee, Leadership, Organization, Relationships, Strategy, Workplace
Artificial Intelligence (AI) is a contemporary buzzword among industries, but in fact, the term has been around for many years, most commonly rising during the mid-fifties from within the sphere of science fiction—think robots! So, what exactly is AI and how are...
