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Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be...
CX in 2022: Employee Experience is the  Biggest Hurdle, and Getting Leadership Commitment is Key

CX in 2022: Employee Experience is the Biggest Hurdle, and Getting Leadership Commitment is Key

I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations.  These changes drove...