CX Assumptions and CX Checklists

The Impact of Diversity on CX

by | Aug 7, 2023 | Communication, Customer Experience, Customer Journeys, DEI, Diversity, Empathy, Employee, Leadership, Organization, Perceptions, Relationships, Strategy, Systems Thinking, Workplace

Diversity, equity, and inclusion (DEI) is a concept that has been given a lot of attention in recent years and now appears to be the target of assaults in certain areas of the country as being a trendy ideology. Let’s unpack the concept of diversity and explain how...
CX Assumptions and CX Checklists

Unifying Customer Experiences

by | Jun 27, 2023 | Brand, Change, Communication, Customer Experience, Customer Journeys, Empathy, Employee, Leadership, Organization, Perceptions, Relationships, Strategy, Systems Thinking, Workplace

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery. While they are...
CX Assumptions and CX Checklists

Bridging the CX Perception Gap

by | 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...

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