What Is Customer Experience? A Guiding Definition
The first step in leading customer experience is to understand what customer experience really is…and to ensure your team understands it in the same way. Most customer experience definitions refer to “touchpoints”—customer experience is the sum of all of the...
Embracing Change in Contact Centers: 20 Trends and 3 Recommendations
We are midway into 2024. How’s it going? It has certainly been a year of new developments in customer experience and contact centers. In January I wrote an article series for ICMI on the future of contact centers. The last article in the series identifies 20 trends...
Rallying Support for Customer Experience Investments
An essential step in building momentum and being an effective customer experience leader is making the case for ongoing funding and specific investments. I encourage you to build a cost-benefit toolkit, a repertoire of methods you can draw from to provide an accurate...
The Highest Level of Customer Service Leadership
Professor Jim Collins and his team of researchers for the book Good to Great identified what they call Level 5 Leadership. The greatest leaders are those who build an organization, team or department that continues to thrive after they’re gone. Collins’...