October 27, 2016 CX process mapping: Kill a stupid rule It’s not about creating layers and layers people must fight through. It’s about empowering them. Read Full Post
October 25, 2016 Executive Leadership in the Age of the Customer How does senior leadership need to shift for a more customer-centric focus? Read Full Post
October 20, 2016 Double talk can murder CX strategy “Customer commitment” vs. “the actions that underscore customer commitment.” Read Full Post
October 13, 2016 Customer defection: Prevent it in three quick steps Remember: this cuts two ways. You want to prevent customer defection, but also prevent employee defection. Read Full Post
