Success Relies Upon Customer Trust When I ask you a question like “what brand are you loyal to?” you are actually answering the question “what brands have earned your trust?” What brand has proven, time and again, they can live up to their promises? Which brand

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to seeing results.   What

Let’s Talk CX Strategy   Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that it’s not just about strategy…it’s actually all

As a whole, we don’t really enjoy talking about customer experience basics. Instead, the conversation around CX often centers around the pull-a-rabbit-out-of-a-hat, OHMYGOD moments that amaze customers and offer those oft-discussed but hard-to-achieve moments of surprise and delight.

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users. And it

Recapping SAP CX Live’s Top Themes & Insights   Photo credit: @SAPCX on Instagram SAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their many partners view the world of the future.  Enterprise

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!