The Survey Results are In! Last week, I asked the question, 'Which of the four variables do you believe has the biggest impact on your...

If you are a CX practitioner, you have heard a constant drumbeat of the importance of proving the return on investment (ROI) of CX....

The ACSI, which tracks global and sector customer satisfaction, reported the largest uptick in satisfaction in 20 years last quarter. But...

“It's not your customer's job to remember you, it’s your job to make sure they don’t have the chance to forget you.” Patricia Fripp Too...

Change is inevitable, but leading change successfully requires a unique set of skills and strategies, especially for CX leaders....

I've been a long time fan of improving the customer experience to improve customer loyalty. But, there's a material difference between...

Showing the value of the change is important, but it’s worthless without this one thing. Having the data to support change is useless if...

“Sometimes you will not know the value of a moment until it becomes a memory.” -Dr. Seuss Mom made it to 86. In many ways, she has...

You never know what the LinkedIn algorithm will like or dislike. Evidently, it liked a post I wrote that was part of a 5 post series on...

Have you ever had the tables turned on you? I’ve been fortunate to have interviewed some of the legends in customer experience on The...