Mary Drumond

Should the Chief Experience Officer Cease to Exist?

The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion? The role is likely not here...

Empathetic Artificial Intelligence: Next-Gen Tech for Scaling Empathy

Empathy is widely considered to be the epitome of human nature. It is, in fact, what sets us apart from machines to begin with. So the idea of empathetic artificial intelligence and machinery, while long romanticized in film and fiction, seems somewhat contradictory. ...

What is Your CX Priority: Satisfied Customers or Profits?

What should your ultimate goal be when designing your customers’ experiences? Well, you might assume the logical response to be “to have satisfied customers”. We, however, are not that sure. What can be considered a “satisfied customer” to begin with? This is a question that…

How to Rise Above the Oversaturation of Customer Experience

Oversaturation; the thing that happens when you put too much cocoa in your warm milk and end up with little cocoa islands swirling around in it, and the universal proof that you can in fact have too much of a good thing. Customer experience as...

Customer Experience: Exploring the Full Potential of CX

I’d like to make the case that most companies out there are still failing to explore the full potential of Customer Experience. While the general concept of CX may have hit mainstream, converting that concept into actionable results still seems to be a ways...

New Posts

CustomerThink