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Sometimes ensuring a memorable customer experience can seem like a complex military operation. Shifting targets. High pressure. Skilled teamwork. Tight budgets. Tighter timeframes. Unexpected setbacks. A worthwhile mission. That description likely resonates with Lewis Taylor, a 17-year U.S....
Atlanta native Gene Lee, CCXP , is a designer at heart. “CX professionals take interesting paths,” he says. “If you look at my career trajectory, it started in classical gra phic design and medical illustration. Over the years, my work has ranged from leading corporate branding to...
Early Years “Son, keep your smile. It’s a free ticket to every person’s heart.” Firas Mahasen, CCXP , took his father’s words seriously. As a young man working in his father’s textile factory in Syria, Firas would work in the morning and study at night, but he recalls the grueling...
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For as much 2020 was a year of challenges, for Eric Bruce, CCXP, it brought opportunities--and a pathway for professional growth. Eric was the Head of Visitor Experience and Insight at the Minneapolis Institute of Art (Mia) when the COVID-19 pandemic hit--and everything was shut down. It...
Starting out—watching the ships As a young girl growing up in the African town of Ceuta off the Strait of Gibraltar, Patricia Sanchez-Diaz, CCXP, became fascinated with global trade. From the window of her home or the comfort of the local beach, it was hard to miss the massive ships she...
I was running some reports last week when I noticed something interesting: a CXPA member with the name of “ Mr. Kris Kringle .” As this is the holiday season in many parts of the world, and the name “Kris Kringle” is the alias of the one and only Santa Claus, I had to learn more. The only...
The information expressed in this blog reflect the personal views of Gregorio Uglioni. As the head of Business Excellence and Customer Experience for Swisscard, Gregorio Uglioni, CCXP, works daily to transform, digitize, change and disrupt the banking environment at all levels of the...
What does the modern customer experience mean? What are the modern customer experience deliverables? How can organizations not differentiate, but evolve with the right techniques and resources? It’s these questions, and more, that drive Hali-Ma Khatun in her customer experience career –...
Faran Niaz’s skills as an award-winning photographer have given him a unique vision and perspective as a global CX professional. “Both photography and CX are creative arts,” he grins. “You get a chance to develop something that didn’t exist. You put a smile on someone’s face, and you...
An Accidental Evolution “There’s a saying that ‘sometimes the best things in life are free.’ For me, the best things in life are accidental,” laughs Olga Budieri, CCXP . As a student at the University of Jordan, Olga initially studied chemical engineering, but soon shifted to...
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