How not to leave customers stranded on the busiest travel day of the year?
Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take.…
Who should I hire first on my cx team?
Although Customer Experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last 5 years. With…
Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking
The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are extremely slow to keep up…
United CEO does not care about customer’s happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to build a customer-centric culture in…
United airlines culture problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…
Why I don’t love chat-bots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
Customer Experience view of your call center technology
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not get on this…
CX skills builder: How to articulate your CX value & secure your budget
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That is the right strategy when you…
Business, Technology, Internet and network concept. Young businessman shows the word: Customer experience
CX skills builders: you may have a cx job & not know it.
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer journey in order to build…
Business, Technology, Internet and network concept. Young businessman shows the word: Customer experience
CX Skills Builder: you may have a CX job & not know it.
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer journey in order to build…
- 1
- 2