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

Blogs, books, and podcasts are great for staying sharp on the latest trends in customer experience (CX). But academic literature on...

Today's post is written by my friend and colleague, Karyn Furstman, CCXP. By Karyn Furstman, CCXP I asked my CX colleagues and...

CX is a mindset. Don't just bolt it on to your business. Bake it in. Most credentialed customer experience (CX) professionals know the...

Here’s the thing about customer experience wins in government: They’re rare. And when they do happen, they’re usually not as sexy as...

If you've ever had to wait in line to pay longer than you spent actually shopping in a store, then you know there are few, if any...

Suppliers play a vital role in creating experiences for citizens and customers of U.S. federal government agencies. Yet, the government...

This article originally appeared on The Future of Customer Engagement and Experience. Communication is fundamental to customer...

If you’re someone who bristles when they hear the term “influencer marketing” and the thought of collaborating with an influencer in your...