The Greatest Avenger of the CX Universe
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else....
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Jerry Leisure
- Oct 26, 2019
- 3 min
Emotional Affinity, Customer Service, and Collecting
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up...
92 views1 comment
Erica Marois
- Oct 21, 2019
- 7 min
7 Unexpected Tools that Will Help You Improve the Customer Experience
There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always...
215 views0 comments
Nick Glimsdahl
- Oct 8, 2019
- 4 min
Building a Customer Experience (CX) Strategy
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure...
447 views1 comment
Kaye Chapman
- Sep 24, 2019
- 7 min
So You’re a New CX Leader? 5 Tips to Succeed in Your Role
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done –...
299 views0 comments
Joe Donnelly
- Jun 28, 2019
- 5 min
The Rustici Story: How Happy Employees Create Happy Customers
Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals...
74 views0 comments
Nate Brown and Ben Motteram
- Mar 14, 2019
- 3 min
The Personality Of Customer Experience
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills...
3,713 views0 comments
CX Accelerator
- Jan 25, 2019
- 5 min
HOW TO PRACTICALLY CONNECT EX AND CX
Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of...
235 views0 comments
Jeremy Watkin
- Jan 8, 2019
- 4 min
My Understanding of AI in CX so Far. Things Could Change!
I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a...
139 views0 comments
Kaye Chapman, Nate Brown
- Jul 17, 2018
- 6 min
Customer Experience: Art or Science?
💥 What fires you up about customer experience?? 💥 Could it be CX’s huge potential to impact the bottom line, using proven strategies...
319 views0 comments
CX Accelerator
- Jul 9, 2018
- 3 min
Japan: The Land of Amazing Service Culture
My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker...
113 views0 comments
CX Accelerator
- Jun 27, 2018
- 4 min
Vanderbilt Children's Hospital, Masters of CX Design
Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through...
118 views0 comments
Mariam Ayyoob
- Jun 19, 2018
- 6 min
How Developing Empathy Leads to Better Customer Experiences
Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in...
146 views0 comments
CX Accelerator
- May 16, 2018
- 6 min
Ten Years, Ten Lessons: Memoir of a CX Neophyte
Some chase the dollar; others value co-worker relationships above all. While these things are important, the pursuit of new knowledge is wh
82 views0 comments
Kaye Chapman
- May 8, 2018
- 6 min
Creating Customer Heroes: How Your Agents Can Become Customer Storytellers
Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents...
149 views0 comments
Karin Hurt, Nate Brown
- Apr 12, 2018
- 5 min
Why Survival Mode Kills The Customer Experience
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you...
75 views0 comments
Sue Duris
- Feb 12, 2018
- 4 min
Five Keys To Driving Voice of the Customer Success
We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate...
126 views0 comments
CX Accelerator
- Feb 4, 2018
- 4 min
Enhancing Customer Service Interactions With DiSC
Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options...
131 views0 comments
CX Accelerator
- Dec 13, 2017
- 4 min
Carvana: CX And Car Buying Finally Meet!
How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard...
177 views2 comments
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