CX Experts

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of...

Customer experience does not live in a void of its own. Context is everything and company culture and employee experience...

Global Experts’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as...

Repeat any word or phrase enough, and it can lose all meaning. For many years, the term “digital transformation” has...

Singapore-based super app company Grab’s success story is perhaps one of the most impressive out there. Though it started out...

The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it...

Reevaluation. It's a tried and true method to improve your customer service. But how many use this often enough to...

Racecar driver Mario Andretti once said that “if everything seems under control you are not going fast enough.” His words...

Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20...

Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service,...