November 14, 2019

How to Achieve Company-Wide Customer Success with Guy Nirpaz [PODCAST]

Customer success is more than just a buzzword, and Guy Nirpaz, the CEO and founder of Totango, and author of  Farm Don’t Hunt: The Definitive Guide to Customer Success, talks to us about how to realistically integrate customer success into customer experience.

November 8, 2019

3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. Here are three behaviors you need in order to prove your commitment to customer-driven growth.

October 31, 2019

How to Address the Underbelly Work as a Chief Experience Officer at a Nonprofit [PODCAST]

Jennifer Severns, Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

October 24, 2019

7 Tips and Resources for CCOs and C-Suite Customer Experience Leaders

Whether you’re currently a CCO, looking to become a CCO, or a C-Suite leader who manages customer relations within your organization, there are a few key principles and ideas that you should be familiar with if you want to be successful.

October 10, 2019

Make Customer Experience Development as Important as Product Development

In order for customer experience to be considered a core competency of the business—one as important as product development, finance, marketing, or sales—CX needs to be built and honed as a skill.

September 5, 2019

3 Steps to Solidify Your CX Foundations at a Cultural Institution [PODCAST]

The CCO of the Berkshire Museum chats with me about the strategies they developed to improve the CX, EX, and flow of the museum. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).

August 29, 2019

The State of Customer Experience: 3 Important Stats You Need to Know

I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Download the report and find more great CX stats and insights.