Measuring customer satisfaction and identifying “pain points” for improvement is common practice at nearly all best-in-class
Doing CX Right BlogEmployees, Culture & Leadership
What is company culture? Why is culture important? Who owns it, and how does customer experience play a role?
Have you heard about Customer Experience / CX Day? It is a real day. I did not make it up. I am passionate
Some companies consider investing in Customer Experience (CX) as an afterthought, while other brands dedicate
Communications is a significant driver of human connections. HOW messages are delivered is as important as WHAT is said.
I’m constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee
There’s an increasing amount of conversations about both customer experience (CX) as well as diversity
There’s a common phrase, “Happy Employees Bring Happy Customers.” It is so true! When people feel valued and
How many times have you gone to a restaurant that does not take reservations and felt frustrated about the wait time?
Employee experience starts well before the employee signs on the dotted line. Consider that your candidates may already
In the world of customer experience, what’s the difference between outside-in and inside-out? Learn the difference and why it matters.
According to Forrester, “84% of companies aspire to be customer experience leaders, but only 1 out of 5 deliver good or great CX.” Why is that? Having worked in the field and studied Customer Experience topics for many years, I can tell you how to be truly customer-centric and not just say it.