Jim Katzman
Jim Katzman
I have been fortunate to work on CX / VOC programs from both the client side and the provider side. I have focused on the practical aspects of CX - winning in incremental steps with a focus on operational improvements and driving CX culture. I believe the best CX programs bring business value across the entire organization. I am a continuous learner which helps me stay current and bring fresh ideas and perspective every day. And, for fun, I have completed 39 marathons.
How to Use CX to Supercharge Your Customer Lifetime Value
We’ve all heard the business mantra that it’s more expensive to land a new customer than to keep an existing one—I’m betting you thought...
How to Ensure Your Frontline Employees Receive, and Act Upon, CX Insights
One of the most foundational elements of Experience Improvement (XI) in a contact center is ensuring not ‘just’ that you’re gathering data, but that...
Inflation is Affecting Your Customer Experience. Here’s What You Should Do About It.
The events of the past few years have already given customer experience (CX) teams plenty of reason to be up at night. Unfortunately, as...
How CX Intelligence Can Drive Meaningful Product Innovation
In this data-rich age, companies aren’t hurting for insights, but turning that information into meaningful product innovation requires intentional, careful analysis. It also demands...
The Far-Reaching Impact of Broken Brand Promises
Let’s pretend for a minute that there is no pandemic (feels nice, doesn’t it?). Even before all of this started, keeping promises and staying...
The Value of Building A Stellar CX Reputation
The most ambitious companies know that it’s not enough to be loved ‘just’ by their existing customer base. Think about brands like Ritz-Carlton; even...
Cost Reduction Creates Experience Improvement, Not Just Business Value
Measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in on cost reduction...