ROI and the Secure Customer Index (SCI)
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the...
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...