Customer Centricity Starts at the Top: Leadership’s Role in Fostering a CX-Driven Culture
I once had the opportunity to play golf with four NFL quarterbacks: Drew Brees, Carson Palmer, Chase Daniel and Drew Stanton. It was part of a high school fundraising auction that included a dozen lucky bidders. I don’t play golf often, and when I found out I’d won a...
Idea Starter: AI for Customer Service
When jumping into AI for customer service, many organizations inventory what they’re doing now and look for opportunities to automate. This “fixed pie” thinking can be limiting out of the gate. Those with the best service start first and foremost with customer needs...
Customer Advocacy: Internal or External…or Both?
In recent years, customer advocacy has been a hot topic in marketing and customer service circles. But if you do a search on the term, you’ll find two very different definitions. One is an internal perspective: focusing the organization on what’s best for customers,...
The Aviator’s Guide to CX: Piloting Customer Experience
I recently had the opportunity to join Nathan Bennett on CX-WISE for a conversation that blended two of my greatest passions: customer experience and aviation. As someone who’s spent decades working with organizations across industries—and who’s had the joy of flying...