A “safe” CX strategy may be dangerous
You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business rules. Then competitors offered something different. Their fates...
Listening to the Voice of the Customer
The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or...
Use a CX dashboard to cut through the clutter
The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial intelligence (AI) and machine learning technologies. You can understand more about...
Building the “Frictionless” Organization—an Interview with Bill Price
Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions. He and David Jaffe authored The Best...