CX Experts

A couple of weeks ago, Facebook CEO Mark Zuckerberg announced his company is changing its name to Meta. The rebrand has been...

It’s that time of the year again when folks are looking for predictions about what customer experience will look like...

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program....

With a clear vision and sound processes, the right technology solutions for your customer experience efforts tend to come into...

It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming...

You may have already noticed that Pascal Coppens and I have launched a series of YouTube clips where we compare...

What are Micro-Moments? In any customer journey, there are countless small efforts. These include efforts from the company serving the...

The statistics are alarming: A record-setting 1 million job openings in the US5 million workers quit just in quarter 2 of this...

This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick...

The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves...