How to build a CX journey map?
I like road trips…the idea of getting into the car, putting on some music, driving for hours and exploring a […]
The irony of humility in CX
Remembering true service Last week as we honored Memorial Day in the U.S., it was a time for reflection. For […]
Customer Experience vs. Customer Service: Why are they different?
Though used interchangeably, customer experience vs customer service are not the same. Customer service (CS) is a part of the […]
Build a great customer experience (CX) strategy with these key elements
Definition A customer experience (CX) strategy is the collective effort of an organization’s employees to define, design, and improve customer […]
Building relationships: Beyond CX measurement
Last week, in a virtual networking discussion during introductions, someone asked me, “Why am I so interested in CX?”. None […]
