This article originally appeared on The Future of Customer Engagement and Experience . Mind-blowing. Eyebrow-raising. Staggering. No matter which word you use to describe it, there have been some remarkable COVID-19 e-commerce stats coming out recently in connection to the COVID19 pandemic. For example, some traditional brick-and-mortar retailers saw online orders go up by 42% in the U.S. and Canada in just a couple of weeks alone, according to this  article . There was a 218

By Stephanie Thum, CCXP Photo by Pixabay Getting your customers back post-COVID-19 isn’t going to be about slick marketing slogans,...

Being proactive rather than reactive is usually how most business leaders, including customer experience (CX) leaders, prefer to work....

It’s safe to say that nobody wanted this to happen. Reacting to the COVID-19 global health crisis, companies are operating in crisis...

This post originally appeared on the Future of Customer Engagement and Experience Diversity and inclusiveness have been front-and-center...

It was the late-1990s. My then-boyfriend-now-husband and I popped into Radio Shack, an electronics store, to buy a small part for our...

The title of last week’s Government Accountability Office (GAO) report might fool you: IRS Successfully Implemented Tax Law Changes but...

Author's note: Sometimes the most helpful books on customer experience don't have the word "customer" in the title at all. I picked this classic up at my local library over the holidays and liked it so much that I decided to jot down some thoughts on why others in the experience management world might find the book useful, too. Metrics and measurements are a core competency for credentialed customer experience leaders. Companies need good statistics, experience data, and oper

This material was created in partnership with SAP and originally appeared on DigitalistMag.com , a website that was sunsetted by SAP. “Wait and see.” That phrase can be like a huge, red stoplight for businesses of all sizes when uncertainty looms. No matter if that uncertainty springs from the political landscape, like the upcoming 2020 U.S. presidential election, or company leadership is changing, or a merger is happening, companies often pause on making big decisions around