CX Transformation

Putting the Customer First Internally Drives A Successful CX Program

A profession in Customer Experience is a selfless one. The focus of Customer Experience is the customer. To focus on anything else is to lose sight of the purpose of the profession. I understand companies are complicated, competitive, and political, but if they are customer focused it shouldn’t be as much of a struggle (but …

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[Webinar] How to Build a Measurable CX Program from the Ground Up

Webinar: How to Build a Measurable CX Program from the Ground Up   Customer experience will surpass price and product as a key differentiator by 2020. Yet, despite businesses best efforts to prioritize CX over the last few years, only 30% of businesses today report that their CX programs produce tangible and measurable outcomes that …

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voice of the employee

Voice of the Employee: The Lifeline of your Customer Experience Program

Customer experience continues to be a growing need and focus for many companies. Rightfully so, as it leads to customer retention, acquisition, and engagement – three things every company loves to see. As it continues to grow, companies focus their efforts on finding ways to better understand their customers and how to deliver the best …

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Sweet Dreams, C-Suite

As the CEO of a tech startup, I’m no stranger to restless nights. Thoughts about growth, product changes, personnel, financials, and data security are all frequent visitors in the wee hours. However, there is no single thought that keeps me up at night more than customers. What do they think of our company? How much …

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