Anne Cramer

Why Nordstrom will survive the Covid-19 retail slaughterhouse

Macy’s recently announced that they are closing 45 locations, part of a three-year plan that will shutter 125 in total. Macy’s joins many other retailers feeling the pain of Covid-19. In fact, the pandemic simply fast-forwarded the inevitable for large retailers who...

Miro and SuiteCX: Collaboration in the Time of Covid

I love whiteboards. Like, in an inordinately needy way. If I am noodling on something, either alone or with my team, it’s always “let’s go to the whiteboard” to sketch, to scribble, to brainstorm. When the pandemic hit and we were all forced...

How to Build a CX Center of Excellence

Centers of Excellence are popping up all over the place in the corporate world. What does that term even mean? How do you know you are not only excellent, but at the center? Who do you bring in? Who do you leave out? When I...

My CCXP Journey: Five lessons from taking the CCXP exam (again).

I joined the CXPA in its second year. When I attended the first Members Insight Exchange, I was thrilled to meet so many like-minded people who had been toiling in the CX trenches for years. I had been working in CX Strategy...

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