CX Experts

This is the second post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success.  Last...

In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A...

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience....

The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high...

How can we predict the future after such an unpredictable year? As challenging as it is, we must try. SMB...

By now you’ve all heard the story of how the global pandemic has dramatically accelerated the adoption of digital-first behaviors...

What once was the customer service vision statement is now called the customer experience action statement.  Why the name change?...

If you are a business that serves other businesses (B2B), someone’s vendor, for example, then you are always in danger...

Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based...

The pandemic has exposed gaps and accelerated transformation in virtually every industry, and banking is no exception. Faced with spiking...