The Frontline Struggle
The Frontline Struggle: Unraveling the Challenges of Business-to-Consumer Customer Experiences In the bustling world of business, where transactions occur and relationships are built, the frontline plays a pivotal role in shaping customer experiences. It’s the...
The Frontline Experience Gap
The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does...
CX Assumptions and CX Checklists
Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my...