Leading the Customer Experience

What Is Customer Experience? A Guiding Definition

Jun 27, 2024 | Customer Experience, Leadership, Organization and Culture

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...

Your Work Makes a Difference

Feb 21, 2024 | Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work is something we have to do. In that sense, it can carry a negative...

CX Leadership: 3 Questions to Ask Yourself

Oct 27, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: What’s your...

A Fascinating Time for CX

Oct 12, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the...

Customer Experience Transformation: Failure Is Not an Option

Sep 15, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...