I've had the privilege of writing fairly regularly on the subject of customer experience...
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted customer journey... View Article
My team and I have been lucky enough to have worked on customer experience optimization projects with more than a... View Article
Let me tell you a quick, personal story and then bring the moral of that story back home with a... View Article
I’m not trying to be controversial in my choice of headline, but do hope to provoke some new thinking in-terms... View Article
In the spirit of full disclosure and transparency I’ll tell you I generally enjoy eating from time to time at... View Article
I’ve had the privilege of writing fairly regularly on the subject of customer experience strategy. We’ve explored tools and process... View Article
Okay, not really. Sorry for what could appear as just social media ‘link bait’ but if you’ll allow, there is... View Article
As I’ve written before, I have the distinct privilege of working with more than 15 health plans throughout the US... View Article
I love to shop. Alright, no, not really, but I do buy a lot of products and services. I find... View Article
Monitoring the customer experience has become more complex. Today, it involves multiple channels of engagement, massive amounts of data, and indirect, unstructured customer feedback. There is more complexity -- and more opportunity -- than ever before.