Today is CX Day. The day we celebrate customer experience
professionals. Although this is not one of those holidays created
by companies to sell more greeting cards, it is proof that we have
a day for...
With changing customer demands, the roles and responsibilities of
the customer experience team will need to evolve to include the
following roles: Chief Customer Office (CCO) - there must be
When it comes to the application of customer experience strategies,
companies tend to fall into one of three camps: Customer
experience, huh? These companies are clueless. They don't
understand why a...
How do you know if you have the right team assigned to help
implement and drive customer strategies from your Voice of the
Customer Program? These questions will help you: Is there an
There is no doubt that more and more business-to-business companies
are focused on creating a competitive advantage through the
experiences they deliver to their customers. But, what does this
The short answer is, no. The Customer Experience is like an
umbrella. It encompasses the interactions, feelings, and
perceptions that customers have with a brand, its products, people,
Do you ever feel like your Customer Experience efforts are getting
lost in the corporate clutter? A Fortune Magazine article in
2012 indicated the average email user gets 147 messages per day –
Customer Experience Professionals, may I ask, how is your Voice of
the Customer program going? Are you content? Are things
just humming along and don’t require a lot of attention? Do you
feel like you...
Speed is having a profound impact on companies. Take product
innovation for example. The pace of innovation continues to
accelerate giving customers more options and making customer
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
April Fools' Day will be here soon and I'm getting ready! No, I'm
not planning any practical jokes to spring on my colleagues.
However, we decided that for one day out of the year we could take
What do you think is the biggest benefit of journey mapping? This
is fresh on my mind since I recently participated in a journey
mapping workshop. The workshops are the heart of journey mapping.