President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time....

When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually...

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...

Surprise! I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases,...

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