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Inspired CX—The Provider Community Takes Care of Customers, Staff, and Community During Crisis

This period may be remembered as the finest hour for CX. For better or worse, some companies are proving that they are who we thought they were, while others surprise with heretofore unknown demonstrations of CX resiliency and agility. Recently, I wrote about how CX practitioners are...

Gabe Smith,CCXP's profile image

Blog Entry
CXPA Member Spotlight: Kay Lynn Hendrix, CCXP

Kay Lynn Hendrix, CCXP, believes that the ability to ask good questions is essential for any CX professional. As Director, Customer Experience at Dell EMC, Hendrix brings that inquisitive mindset to her team, which focuses on the experience of customers who purchase servers from the company. ...

Gabe Smith,CCXP's profile image

Blog Entry
Making Transformational Changes through B2B Customer Experience Management

“Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC in our 2015 interview on my Customer Experience Transformation talk show. She continued: “We’re shifting...