Howard Lax: The Science of CX
Stop Moaning about the State of CX… and Start Measuring Performance vs. Customer Expectations
"CX Quality among brands in the US declined for an unprecedented second year in a row." (Forrester, 2023)
"From late 2018 to mid-2022, U.S. customer...
The Myth of the Self-Service Voice of Customer Platform
Sounds great, just plug-and-play. The promise is bold: you can do everything yourself without the need of expensive support and get away from reliance...
Can the B2B CX Measurement Conundrum Be Solved?
CX and brand work (and writings) almost always focus on B2C. The reason is quite simple: it's easier.
B2C companies typically have far more customers,...
Data is the Foundation for Managing Experiences. How Solid is Yours?
Great experiences -- from the brand, product, and digital experience to the customer, employee, and user experience -- are not a simple byproduct of...
For “Rational” CX, Focus on How Your Customers FEEL
My first brush with what was then called customer satisfaction was with a mega B2B firm in financial services. Both the CEO and...