by Karl Sharicz | 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...
by Karl Sharicz | 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...
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...
