Sue Duris
How Diversity and Inclusion Drives Employee Engagement
It’s not news to anyone that there is a diversity problem in the U.S. workforce. Just 5% of Fortune 500 CEOs are women, and only six companies in the 500 have three female top execs. But when companies make diversity a woman or underrepresented class...
How To Build a CX Dashboard that Drives Performance
Organizations are always looking for that magic pill that proves a particular initiative delivers value, and, more importantly, ROI. I receive a lot of questions on what are the best metrics to use to monitor CX performance and drive CX optimization. That's a tough...
Is 2018 the Year Customer Experience and Customer Success Converge?
I've always been intrigued when I hear customer success professionals refer to customer experience as customer success. A lot of that has to do with the fact that customer success professionals believe customer experience is a subset of customer success. Customer Experience professionals, on the...
Social Customer Service: The Savior to a Successful Omni-Channel Strategy
Saying that the customer is key to omnichannel is nothing new. It's a given when we see such stats as 75% of consumers expect a consistent experience wherever they engage be it web, social media web or in person. Let's be frank. Omnichannel has...
Engaged Employees Drive Great Customer Experiences
It seems sometimes companies think a good customer experience (CX) is only a case of ensuring external customers have a great experience. But what about the internal customer, the employee? Companies ensure engaged customers, why don’t they ensure engaged employees? The employee experience tends to...
How Win Loss Analysis Helps Improve The Customer Experience
Customer Experience (CX) responsibility does not lie in one group, rather it is an all-encompassing organizational endeavor. The best way to ensure a sound CX program is when companies take a cross-functional team approach. Sales is a key part of that cross-functional team approach. Sales…
Is Customer Experience the New Marketing in 2017?
I’ve been reading a lot lately about how Customer Experience is the new Marketing. Is it? Customer Experience and Marketing are Different The definition of Marketing, per Merriam-Webster, is: “the process or technique of promoting, selling, and distributing a product or service” Dr. Philip Kotler…
Who is Winning the Brand Advocates vs. Influencers Debate?
Many organizations are including influencer marketing initiatives into their marketing strategies. In fact, Linqia, in its The Value of Influencer Content 2017 report, cites that 86% of marketers use influencer marketing to add more power to their content marketing engines. The belief is that...
Who Owns The Customer Experience At Your Organization?
As Customer Experience continues to gain prominence, a continuing debate carries on... ...who should own the customer experience? There are two schools of thought here. Some think it should be one functional group that owns the customer experience. Which group should it be? Marketing? Customer…