Tag: Customer Experience

Want to take your company from having good customer service to world-class customer service?  Who doesn’t, right?  Now, in order ...

You’ve heard it many times by now. Global disruption in 2020 accelerated digital transformation initiatives by five to ten years. ...

In recent months, the Chinese government has spent a lot of time reining in the power of domestic large tech ...

I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is ...

McDonald's Corp said on Thursday (Aug 19) it has nearly achieved its goal of sourcing all of its paper food ...

When Steve Jobs announced the first iPhone in 2007 and Google leaned all in on Android soon after, most of ...

We are about a year plus into the COVID-19 pandemic and, much like the spread of the virus, the hit ...

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders ...

Today, I’ll focus on the distinction between “price” and “value.” In a 2008 letter to Berkshire Hathaway shareholders, Warren Buffet ...

A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I ...