Lynn Hunsaker

Anatomy of the VP Customer Experience Role

If "customer experience" has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position...

CEO’s Guide to Growth through Customer-Centered Management

In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of...

6 Digital Experience Mission-Critical Trends

Digital experience in today's 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and...

The Future of Customer Experience Calls Urgently for a Significant Shift

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more.

Acquisition Addiction’s Impact on Customer Experience ROI

Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 trillion dollars lost through customers switching...

Are Your Customer Care Metrics Customer-Centric?

Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities....

Customer Engagement is an Enterprise-wide Imperative

Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing...

Customer Journey Insights Increase Marketing Impact

Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers'...

Marketing’s Role in Employee & Customer Experience Journeys

Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation...

Is Your Customer Engagement Really Customer-Centric?

Customer engagement can yield short-term or long-term rewards or penalties. Are you tracking all of these? Short-term rewards: uptick once or for one period...

Customer-Centric Marketing: Align for Growth

Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital...

Customer-Centric Marketing: Step-Up Performance

Customer-centric marketing is necessary, yet far from sufficient — from customers' and investors' perspectives. Thankfully, many companies have been migrating away from product-centric, month/quarter-end-centric...

7 Secrets of the Best Marketing Operations Teams

Value creation is the ultimate measure of success in business: value to customers, shareholders, alliances, employees, and the community at-large. In the quest to...

Customer Experience Strength Depends on Being Customer-Centered

Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a...

What is Customer-Centricity DNA?

What is customer-centricity DNA? Can you develop it, or must your business be "born" with it? DNA means "the fundamental and distinctive characteristics or...

Actionability of Customer Experience Intelligence

Do intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of...

What is Customer Experience Value Creation?

Customer experience value is seldom quantified from the customer's viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing,...

Customer Experience Professionals’ Essential Toolkit

Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies, carpenters still need their toolkit:...

Customer Experience Treasure Trove via Chronic Issues

What more could you wish for than 288% higher lifetime value of your key accounts? That's really the goal of customer experience management, whereas...

Customer Experience Collaboration Wins Championships

Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another's backs, share...

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