Tag: CX

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 ...

Over the years, I’ve encountered many CX experts who struggled with convincing their senior leadership to invest more in customer ...

I think it’s safe to say that Starbucks is a true love brand, with fans all over the world being ...

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and ...

How do you create value for team members and customers? In my recently released book titled Stronger Through Adversity, I wrote ...

By Peter Eckert Peter Eckert, Co-Founder and Chief Experience Officer of projekt202 Today, more organisations are recognising experience design as ...

It feels like there have been a lot of plans made…only to be disrupted. There was a brief moment in ...

“How can I know if we’re really customer centric?”: It’s a question, I’ve been wanting to address for a while ...

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve ...

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