6 Ways To Remove Employee Roulette From Your Brand’s Customer Experience
Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on...
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CX Experts
The Key To A Great Customer Experience Is Collaboration
We know that the customer experience is important to the success of any organization. Customers are king, and they vote...
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Facebook’s Rebrand Has a Fundamental Problem
A couple of weeks ago, Facebook CEO Mark Zuckerberg announced his company is changing its name to Meta. The rebrand has been...
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The State Of CX: Fall 2021
It’s that time of the year again when folks are looking for predictions about what customer experience will look like...
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Creating Customer Personas: Solutions to 4 Common Challenges
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program....
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Leveraging Technology For Improved Customer Experience
With a clear vision and sound processes, the right technology solutions for your customer experience efforts tend to come into...
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How To Train Your Employees To Deal With Irrational Customer Rage
It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming...
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What We Can Learn About E-Commerce “Twins” Amazon And Alibaba About CX
You may have already noticed that Pascal Coppens and I have launched a series of YouTube clips where we compare...
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3 Commonly Neglected Micro-Moments in Your Customer’s Journey
What are Micro-Moments? In any customer journey, there are countless small efforts. These include efforts from the company serving the...
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Stop Calling It A Labor Shortage—It Is A Turnover Crisis
The statistics are alarming: A record-setting 1 million job openings in the US5 million workers quit just in quarter 2 of this...
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