Raj Sivasubramanian

Share your data the way kids share their toys

« Back to all CX LabNotes BlogSeveral months ago, I wrote a blog describing how my 5-year old daughter influenced my thinking in planning sessions I had with various CX leaders. Those interactions got me thinking more about the parallels betw...

Three ways to ensure your CX initiatives drive desired business outcomes

« Back to all CX LabNotes BlogI just returned from a fantastic two days in New Orleans at the CXPA Insights Exchange.  New Orleans is one of my favorite cities – it had been over a decade since I have been there and it was…

What your CX program can learn from my five-year-old daughter

My strong-willed daughter just turned 5 and I have noticed a recent change in her vocabulary as her favorite word is shifting from “no” to “why”.  She still uses “no” a bit more than I would prefer but “why” is becoming increasingly prevalent. While...

Two reasons to analyze what customers say – just not what they do

In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely observing and analyzing customer...

Is your omnichannel strategy customer-centric or self-centric?

Omnichannel is an area where many organizations have been investing time and money over the last few years. By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common mistake many organizations make is...

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