Hi, friends! I'm so excited to share with you my new collaboration with SAGE Publishing, the global academic publisher of books,...

Podcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...

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 dollar cost to the customer and employee pain. Some years ago, I worked with a superstar sales executive. She frequently traveled the United States meeting with clients. One day over lunch she mentioned she had never submitted a travel expense reimbursement form to the company we worked for. I was surprised. We all know how expensive travel can

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

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...

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

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...

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

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...