CX’s important role in the current economic climate.
How do you make sure that trust is being retained within a hyper-growth, mission-centric business? Mary Winfield of Lyft comes on the podcast to tell us.
Here come the chatbots! (And, hopefully, better goal planning.)
We need to do a lot better around defining and executing strategic management in customer experience. Here’s a humble beginning to that process.
Guest Post by Thomas A. Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of […]
I’ve been working in CX for over 30 years; in the process, I’ve created five competencies that drive a lot of my work. And now, in under five minutes, you can align around them too!
If you want your product or service to be a hit and scale, you need to “cross the chasm.” How do you cross the chasm? You need a reliable, valuable customer experience design. It’s crucial.