Focus on these three activities to gain support from senior
leaders: The payoff - show senior leaders that customer-focused
actions have an impact on the business. The plan - Share the
Here are five key questions all Customer Experience (CX)
professionals must ask. Do we have the right culture? Possibly the
toughest aspect to control is the culture of the organization. The
Recently, I had a billing issue that needed to be resolved with our
health insurance provider. I put off making the phone call
for days, and waited until one of those rare mornings where I had
The graphic above has been called the best statistical graphic ever
drawn. It is Charles Minard's infographic of Napoleon's failed
invasion of Russia in 1812-1813. It is ultimately a map overlaid
Visuals are a powerful way to communicate customer intelligence.
There are so many different ways to visualize customer feedback.
You can use graphs, bubble charts, customer comments, summary