The World Needs CX Leaders
Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise above all others—including one that may seem counterintuitive. 1. This is a unique journey One reason effective...
An Introduction to Customer Access Strategy
A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your day-to-day operations. It is “a framework—a set of standards, guidelines and processes—describing the means by which...
From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They were expected to know everything from noteworthy historical tales, to healing remedies, to court gossip. Few others had the ability to influence the thoughts and...