Guest post by Michelle Batt, CCXP In order to find out what your customers need or want why not ask your own people? I’ve seen this work...

This post is sponsored by Pegasystems. Digital transformation is no longer a subject on the periphery for customer experience...

Gene Sutch knows not everyone who took a travel hiatus during the pandemic is ready to get back to flying. “But we’re here for customers...

These customer-written, public gems are about far more than just words on a screen.

Guest Post by Luis Melo, AKA "Doctor CX." How do you engineer value from customer and employee feedback? In my experience, the answer is...

While the idea of delivering a great customer experience has been around for many years, I’m amazed at how often I hear of companies...

Hello, friends and colleagues! I have some news about one of my recent projects! Dictionary of U.S. Federal Government Terms, Phrases,...

When Wendy Beban and her team got the chance to slash some red tape for the citizens and employees of Auckland, New Zealand, they charged at the problem like champs. Back then, if you wanted to report something as simple as a broken public park bench to the city, you had to call a government contact center, send a message to a generic government e-mail address, or go see someone at a government office, in person. That interaction then set off a 55-step manual business process

By Stephanie Thum, CCXP There are two big things that we know to be true about the world of customer experience right now. First, things...

This blog post is sponsored by Mitel. Rob Sher knows how to strike at the heart of almost every entrepreneur I have ever known. In his...

Show of hands, who’s ready for a CX recharge in 2021? The good news is, when you're setting priorities for your business in 2021, there are more options than ever for kicking things up a notch. What are some of those options? I asked some of my colleagues around the world, “What is the one tool, tip, or technology that customer experience leaders should take with them into 2021?” Here's what they said. Digital still reigns supreme for customer experience in 2021 “With the ris

News headlines like these are enough to send a shot to the heart of Gen-X mallrats: Microsoft is permanently closing its retail stores...

There’s no shortage of special interest groups in the U.S. that want to get the attention of the Biden-Harris administration right now....

This blog post is sponsored by Mitel. My colleague, Lauren, hosted a virtual happy hour for her company’s customer experience operations...

You probably had your suspicions about this, right? Turns out you were spot on. Customers do suck sometimes. They can hate your brand....

There are two big conversations happening about customer experience right now. There’s one conversation about data privacy being most...

This blog post is sponsored by Pegasystems. Can we talk about red tape for just a minute? Because government is well-known for adding it...

Great customer experiences don’t just happen. They’re deliberately designed. But even the smartest, most business-savvy deliberate...

One of my most admired old bosses, a government agency leader, had a saying. “’Sometime next week’ is not a deadline! Be specific! What...

By Jeannie Walters, CCXP Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences. Businesses are looking to stay ahead of the challenges by creating better customer journeys and reassuring customers they’ll deliver what they need and how they need it. Trust is a core factor in facing the future of CX. Are customer exper