BLOG
Unified CX: Real World Examples
A couple weeks ago, Sarah Simon shared her thoughts on warring factions experienced within many corporations around the world, specifically, the lack of unity between CX teams and other parts of the organization that are also trying to understand the customer and...
Proactive or Reactive CX? CX Strategy and Skills “Then” vs. Now
In this week’s guest post, we continue the series where five customer experience industry veterans share their experiences from previous crises to help get through the current crisis. This post was written by Stephanie Thum, CCXP – with contributions from Jeannie Walters, CCXP; Karyn Furstman, CCXP; Ingrid Lindberg; and yours truly.
Is It Time to Audit Your Customer Experience Transformation?
A customer experience audit can take one of two formats or meanings. In this post, I talk about one of those two: the audit of the structure and strategy you have in place to deliver the experience your customers are having – or desire to have.
Unified CX: Bringing The Camps Together
In this week’s guest post, my good friend Sarah Simon shares her career experience as she’s transitioned from one parallel yet related professional camp to another… and the distrust and misunderstanding between and among each of those camps. Definitely a must-read article!
Inform Your CX Strategy With Journey Maps
Journey mapping is the most critical and pivotal component in any customer experience transformation. An in-depth understanding of the experience today—what’s going well and what isn’t—is the only way to really drive change going forward.
CX Journey™ Musings: Culture Is The Foundation
This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now. In today’s article, I focus on culture and how it’s the foundation of the business. It’s not changed or reduced because of financial hardship and economic downturns.
3 Hidden Elements Your CX Strategy Needs to Achieve Success
Today I’m pleased to share a guest post by Eric Melchor with ElevateMyCX. He writes about a few ideas to elevate your customer experience strategy.
CX Journey™ Musings: Do Brands Really Care About Us?
Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Brands?, which I shared recently again on social media. After re-reading that, it had me asking, “What about brands? Do they really care about us?”
Great Recession Learnings That Can Be Applied to Your Post-Pandemic CX
Today’s post is a collaboration by this great team: Ingrid Lindberg and Annette Franz,CCXP, with insights from three other amazing CX leaders who’ve lived through previous crises and share their experiences!
How to Be Productive When Working From Home (WFH)
Today I’m pleased to share another guest post by Paul Laughlin of Customer Insight Leader. This post originally appeared on his blog earlier this year. Paul and I had a great conversation about this very topic – how to be productive when working from home – when I joined him on his Customer Insight Leaders Podcast earlier this month, too.