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
Customer Experience (CX) leaders find themselves uniquely
positioned to foster collaboration between functions and with
customers. As one example, CX often builds an advocacy network of
Customer insights obtained through surveys are becoming an
increasingly important part of how service organizations are
measuring their performance and driving improvements to customer
I recently read an article titled “How Brand Innovativeness Creates
Advertising Flexibility” by Michael J. Barone and Robert D. Jewell
courtesy of the Journal of the Academy of Marketing Sciences.
I just read an article in the September 2013 Harvard Business
Review titled, “The Truth About Customer Experience” by Alex
Rawson, Ewan Duncan, and Conor Jones. This article really made me