Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping...
Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? Not so fast. Action Heroics As exciting as swashbucklers, comic book characters, folklore...
This week I attended a lecture at our local library by Grant Welker, local reporter for the Lowell Sun and co-author of a book just released titled, We Are Market Basket. If you live in the New England area, you could not have escaped the daily news reporting a year ago of this local...
More thoughts from the Insight Exchange in San Diego. Jeannie Walters already did a great summary the strategies discussed by Arizona Diamondbacks CEO, Derrick Hall in his opening keynote, and I urge you to read it. This blog post focuses on some of the tactics he outlined. Derrick Hall,...
Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in ...
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