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"The Civil Rights movement was filled with people who were not only trying to argue for their personhood, but arguing for their personhood through their status of being a customer." Those words from Professor Gary David , the moderator of a recent live collaboration between the CXPA...
One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That...
August is upon us! We hope you’ve been able to relax this summer—whether that’s been spending some socially-distanced time with friends and family, escaping to a remote cabin, or taking a well-deserved break from social media (the CXPA team is of the opinion that it’s a good thing to take...
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