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Bob Daly

Bob Daly
Bob Daly is President of the customer-centricity and CX software consultancy, duSentio, where he specializes in combining CX-focused strategies with best-in-class enterprise software. To transform CX, he leads clients on the journey to build stronger, customer-focused cultures while empowering front-line staff to hear, track and respond to the customer voice.

Want Customer Centricity? Turn loyalty on its Head!

We live in a special time, where relationship constructs like friendship and loyalty have evolved from core personal needs to pillars of business outcomes...

CX: The New ‘Gold Rush’

Talking about the customer experience—everyone’s doing it.  A lot of attention and time is spent on customer experience these days, and rightly so: Temkin’s...

Fighting Data Tsunamis & #CX Deserts

Customer relationships are complicated.  Gone are the days of our grandparents where brick and mortar was the ONLY game in town and you were...

Contestant #1: Winning at ‘The CX Dating Game’

If you’re reading this, it means you've reached a level of maturity, age and wisdom to have likely heard the following classic dating quote:“It’s...

Why You Can’t Transform #CX

In my last post, you were met with heartfelt congratulations for wanting to step into the exciting world of customer experience management.  It’s certainly...

Six #CX Transformation Truths

If you've decided the time is ripe for transforming your customers’ experience, congratulations!  You’re about to embark on journey that, if successful, will forever...

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