Moving from CX Measurement to Experience Design

Culture May Eat Strategy for Breakfast, but CX Prefers Pizza for Lunch

God. Football. Pizza. That’s the life priorities in my small hometown of Berwick in Northeast Pennsylvania. When alone, some locals will confide that their priorities are, on any given day, in a slightly different order. There are scores of pizzerias in the area but in…

Stop Blaming the Help. How Companies Stymie Great CX

"I'm giving my two weeks' notice today", the young women with the blue hair told me as she struggled to assign me a storage locker. A long line of irritated customers formed behind me and was growing longer by the minute. I could sense her...

A CX No-No: Cross-Culture NPS Comparisons

I was prepared for the worst. It was a short domestic flight in France so I thought I would gamble on EasyJet. I had some experience with “ultra low cost” airlines in the states so I assumed that EasyJet would be the same. I braced…

Cybernetic CX: How Machines and People Can Work Together

Before wildly pursing AI, AR, Chatbots, 3D printing or any new emerging technology you should have a clear reason of why you want to adopt this technology. So often, technology is adopted for bad reasons.

Solving the CX Conundrum: How to Minimize Chaos, Maximize Humanness

A Coffee Shop Case Study "Heeeeey!!!" "Dude, Dave shaved his beard!" Benji, shouted over his shoulder laughing. His friends shook their heads smiling in the background. "It was getting itchy," I said. "Duuuuude….you have to give it time," he said smiling brightly, "the yuse?" "Yup,"…

A Quick Start Guide to the First 100 Days of Your CX Program

Have you been handed the reigns of the Customer Experience program at your company and have no idea where to start? Need to radically overhaul your existing program in a hurry? Here is a list of steps to get rolling in your first 100...

10 Tips to Crush Your Next CX Presentation Like a Rock Star

A young petite brunette got up from her seat and walked to the front of the large conference room filled with mostly jaded middle aged men from the automotive industry to talk about, of all things, their customer experience results. The crowd simmered down...

The 6 CX Leader Types: Which One Are You?

I have worked in the CX space for some time now and have had the pleasure of working with many CX professionals, most of whom were (and are) very effective at their job. The most effective share a common trait; they tend to be...

Toward a New CX: The Merger of EFM and CRM

The promise of CRM (Customer Relationship Management) was always to create a better customer experience over the lifetime of the customer by engaging them and delivering value. It was to be a tool to...

The New Formula for Experiential Design: CX > 5 Ps

In business school we were all taught about the 4 Ps: Price, Product, Promotion, and Place. I remember teaching graduate level Strategic Marketing and the author of the book had decided to also throw...

What Krusty Burger Can Teach Us About Driving CX Action at the Front Line

One of the largest under-acknowledged challenges in launching a new CX initiative is getting front line employee buy in. Real time data collection is pointless if only an exclusive coven of technocrats in HQ...

10 Ways to Reboot Your Voice of the Customer (VOC) Program

Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights... all of the above is required to create an immersive and seamless experience for your customers. ...

On ChatBots, CX, and Deathmetal

We are increasingly talking to machines. Whether it is with your car, your phone, or even your appliances; bots are everywhere. My wife and I have taken to having our in-home Amazon Echo bot...

How to Pick the Right Customer Feedback Management Solution: 7 Key Questions to Answer

“These things changed my life!” We were at around mile 6 of the Bentonville Half Marathon when I got into a conversation with a fellow runner about footwear. He was wearing a...

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