Nicholas Zeisler
Nicholas Zeisler, CCXP, LSSBB
I’m a Customer Experience executive, certified Process Improvement professional, Agile Scrum Master, dynamic educator, change management strategist, and in-demand business and leadership coach. I've worked from the inside and from the outside; in organizations large and small; public sector and private; from oil and gas to technology to non-profit (with lots in between too). I've seen a lot, but I haven't seen it all.
CX Strategic Alignment: The first step
This post is part of a series on the four components needed for a CX organization to be successful. An introduction to the concept...
CX: How it all works
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth...
Three uses of your feedback
I’m a big fan, as you know, of negative feedback. I suggest that CX professionals be greedy for negative feedback. Since slaps on the...
Improving CX: Up and In
It’s not always easy to get through the din of corporate metrics. But as a CX professional, it’s our responsibility not only to...
Don’t try to be Zappos…Just beat the DMV
There’s a saying in CX: You’re not only competing against your industry peers, you’re also competing against Zappos. While folks in the...
Dynamism over products or services
There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and...
What makes a CX job an actual CX Job?
When I left my last internal, corporate CX gig to go back into consulting, I wasn’t interested in taking on another full-time job. But...
Does FCR make sense? It depends.
I recently took part in a discussion among CX experts regarding FCR, short in our parlance for First Contact Resolution. That it used to be...
Are your Customers the goal…Or just part of the machine?
Is your organization putting the Customer at the center of your process? Or is your Customer simply a part of it, providing inputs just like…
Be careful what you measure!
I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It...
Hiring your CX team
One of the most fulfilling things I've ever done as a leader was build a team. Whether I’m actively looking or get a random...