CX Experts

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...

There are no Bad Teams, Only Bad Leaders I read a great story in the book, Extreme Ownership, by Jocko Willing...

I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. The Customer Success profession was born in 1996,...

Do you have loyal customers? If you said yes, I would ask, how do you know? Is it because they...

Even though they are barely known in the West, trip.com (formerly Ctrip) are the biggest travel agency in China with about a...

When startup founders fail, they usually blame the lack of funding. But, according to three recent studies, most startups don’t...

This week we continue to journey through key concepts found in my 10 leadership books by diving back into our...

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There...

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a...