For CX professionals to be responsive to ever-changing market
demands, they must transition from being responsible for customer
listening to being the strategic architect of customer experiences.
If you're keeping up with the latest trends in customer experience
measurement, then I'm sure you've heard that identifying and
tracking your customers' emotions is important - vital, even.
The Optimized CX System is a comprehensive approach that leverages
multiple tools and resources to better identify, address, and
improve customer experiences. While it leverages some of the tools
One of the most challenging aspects of any customer program is
taking action on results. Here are seven myths that can get
businesses distracted from driving the most effective business
This July, I'm presenting at The Sentiment Analysis Symposium in
NYC. Over two days, industry experts and end users will share
insights and learnings about emotion, tone, opinions, and
Here are some of my favorite quotes for CX professionals. What are
your favorites? 1. "Unless someone like you cares a whole awful
lot, Nothing is going to get better. It's not." - Dr. Seuss
Customer experience leaders are often called upon to do
presentations. But what they deliver should be a story.
What's the difference? PRESENTATION: What comes to mind when you
are asked to deliver a...