Jackie Potts

CX Leaders: You’re on the Precipice of Innovation

The onset of coronavirus has required us all to become crisis management experts overnight. We know, from personal and professional experience, that the societal impact of COVID-19 has heightened anxieties. Our research showed consumer concerns more than doubling within weeks, from 16% feeling highly anxious...

Empathy: The CX Tipping Point

We are living in extraordinary times. And during a crisis like this, we can chose to respond in one of three ways: keep doing what we used to do, adjust only when we have to, or get in front of the change. For CX...

Coronavirus: 6 Tips for Adjusting Your VOC Program

We’re all getting an abundance of email these days from the companies we do business with – restaurants, banks, grocery stores, airlines and more. The messages are focused on what these organizations are doing to prevent the spread of the coronavirus, and how they...

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