Artificial Intelligence and the Customer Journey
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...
2021 CX Reflections – Building Community Through Servant Leadership
Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to...
2020 CX Reflections – That Was The Year That Was
The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changes that...
The Power of Rudiments (Within CX)
Mastering the rudiments or basics of just about any pursuit can be critical to overall success. That certainly, and especially, applies to the skills and competencies required in the basic elements of managing Customer Experience (CX). Could the difference between a...