The Access Group announces new leadership at Kuala Lumpur’s Global Operations Centre
The Access Group is thrilled to announce that Lim Chee Gay has joined them as the new managing director of...
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Thought Leaders
The biggest customer experience engagement in Asia-Pacific to take place
The 8th Customer Experience (CX) Summit is turning into a real treat for CX leaders and practitioners. This year's engagement-themed...
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Adapt to New Normal Customer Service Paradigm Shift or Be Left Behind
The past two years have undoubtedly taught businesses and consumers the need to adapt to new changes, such as embracing...
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What Do You Do When Your Employees Don’t Care?
We expect much from our employees. Work long hours but still make no mistakes. Come in on weekends or holidays...
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Boost Return to Office with Brand-Led Office Design
What’s an office for? Employers need to express and deliver a compelling answer to this question if they have any...
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Using User Research To Design Better Products And Services
User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a...
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3 Customer Experience Ideas for 2022
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience,...
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From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way
For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience...
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How To Solve The Work From Home Quandary
One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it...
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Mobilize the Connection | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
This is the fourth in a 5-post series and we’re continuing on through the business concepts in my book Leading the Starbucks...
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