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11 Tips to Ensure You Achieve ROI from Your VoC Program

11 Tips to Ensure You Achieve ROI from Your VoC Program

I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019. Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their...
Employee Experience – Good for Employees, Good for Business

Employee Experience – Good for Employees, Good for Business

I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019. In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must...
What Exactly is Employee Experience?

What Exactly is Employee Experience?

Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take...