Tag: CX

As some of you may know, at the end of the year I like to look ahead to the coming ...

One of the most popular questions in my conversations with decision makers has to be about setting up a successful ...

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with ...

Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on ...

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

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

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

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

Every last person working in marketing and customer experience knows about Walmart founder Sam Walton’s legendary quote: “There is only one ...

This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s ...