Technology ushers in disruptions across retail and other B2C service industries, but customer behavior is the actual impetus for these disruptions. We have to remember to always adapt to the changing nature of consumer behavior and provide value.
The following books are written by customer service and experience experts and should be in your arsenal for CX transformation.
This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, […]
As a CCO at a young company, how do you assess the work that needs to be done to begin the CX transformation? In this compilation episode, two CX leaders share some tactics and strategies that helped them lay the foundation.
You’ve probably seen the Siegel + Gale study, which says we’re leaving a collective $86 billion on the table when we don’t take care of customers’ lives. Therefore it’s more critical than ever to honor customers’ time and get to know them. In this episode of “Daily Dose,” I explore these two critical steps every company must take.
We explore improving CX at a large-scale non-profit, specifically at the YMCA (the Y). I chat with Bob Thomas, the first chief experience officer at the Y, who serves the twin cities, the Greater Minneapolis St. Paul area.
In this Daily Dose I explain why it’s important to hire, develop, and nurture people who are available to customers, who rescue them.
Yamini Rangan, chief customer officer at Dropbox, offers strategies that she has employed within Dropbox, that keeps her leaders and C-Suite aligned to the same goals of customer-centricity.
Denis Drossart, global vice president of Culture & Experience at Selina, shares some tactics and strategies regarding how he’s been able to shape the purpose and culture of this hospitality-disruptive brand.
In this episode, Aurelia Pollet, VP of CX at B2B2C company, Exemplis, tells us about the company’s impressive culture, and how she’s been supported in her role to lead the its CX into the future.