How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing their approaches, metrics, and measurements to stay on the pulse of experiences? Plenty of companies are out there asking these questions right now, people are responding, and the results are coming out fast in the way of reports filled with interesting nuggets, statistics, and ideas worthy of going into your knowledge arsenal. Here are five t

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 more ways and more tools to collect customer feedback than ever before! But one of the biggest mistakes many organizations make is assuming that customers should just know—without the benefit of your communication—what you are doing with their feedback. Feedback can be rich with ideas for: Business development. Managing business and operational

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 expect to have their data stolen as part of their experience with a company?" If you’ve replaced your credit card over the past few years due to a breach or two or three, then it is possible you have wondered the same thing. No industry has been immune to data breaches. Tens of millions of customers have had their personal bank account numbers, c

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...

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 of trust. And yet, the subject of trust grows more complex and more critical for businesses and government agencies, every day. We all want customers to trust us. We all want our businesses to thrive. But customer trust has to be earned. At the same time, you must avoid breaking trust. Here are five trust-building strategies to follow. 1. Un

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

Selling to a new client is one thing; the service and retention work after the sale is another. But are the two things really all that...

Customer complaints are a common part of just about every business. Ignoring them can lead to the dreaded operational meltdown! So in...

Sometimes it seems like everything has changed in CX. But some things have not changed. Here are 7 examples.

As a leader, it can be hard to spot operational meltdowns coming. Especially with a virtual team. So in episode 2 of the Mitel Minute,...

This blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...

Organizational change is everywhere, all the time! Not just in the realms of customer experience and employee experience, but everywhere!...