As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’. There is
– “Hey, aren’t you the creator of Maui?”– A few months ago, someone I didn’t know approached me at O’Reilly’s AI conference.
– “Yes, I am”, I said, excited that someone still remembered my project, and a little sad too... It’s been almost 10 years since I’ve published Maui’s open-source code
Sometimes customer experience leaders make things more complicated than they need to be.
If you ask consumers what they want, they’ll tell you quite plainly: fast, simple experiences and good prices. Fancy technology and personalization for its own sake? Not so much.
Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas?
You’re not alone. This is a very common scenario in the world of
What do Chief Customer Officers have in common with YCombinator? They are both driven by creating products and services that people want.
Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer
I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling to meet
Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization.
Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include.
A B2B software client was facing declining quarter-over-quarter sales. Their answer was to hire two additional sales reps. Unfortunately, the new reps were expensive and did not get the revenue back on track.
Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data.
Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights to the