Hello, friends! I am so happy to announce the trademark for Practical CX® is now fully registered and protected in the United States of...

The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here...

Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a...

How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing...

If you work in or around customer experience, there’s a phrase you’ve undoubtedly seen 1,000 times on social media: “A great employee...

How does innovation change on virtual and hybrid teams? What should leaders do to foster innovation with their teams? Here are my ideas....

Collecting customer feedback has become a mainstay for companies that want to reap the benefits of customer-centricity. There are now...

Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...

It's time to compare notes, friends! What: A Tweetchat hosted by Mitel Co-Hosts: Billie Hartless and Andy Grant of Mitel, and me When:...

So much has changed about customer experience, but some things will never go out of style, like saying thank you to customers and...

Surprise! I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases,...

We have learned a lot about virtual teams over the past few years. Now we need to understand hybrid teams. Hybrid teams are fluid. Some...

Data breaches, hacks, and leaks have become so ridiculously common that sometimes you can't help but wonder, "Should customers just...

Is it ever possible to have too many communication tools at work? There are a lot of ways to think about this, and opinions can vary. For...

“Great customer experience” is a common business term now. Everybody understands it. So the question on this Mitel Minute is: How do you...

Show of hands, who is coming up for air now that we're powering through 2021? Many of us have been in a full sprint with our work and...

Virtual team leaders really have to kick it up a notch to stay in step with their teams. The question on this week's Mitel Minute is:...

It has been argued that trust is the currency of business. Earned in drops, lost in buckets, as they say. Nobody has mastered the basics...

Today's Mitel Minute question: What are the most important skills for today’s global CX leaders? There are plenty of technical and...

Leading a virtual team is complex work. Know what else is tough? Being led by a virtual manager! As a leader, you have to understand the...