Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else....

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...

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always...

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure...

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 –...

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals...

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills...

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of...

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...

💥 What fires you up about customer experience?? 💥 Could it be CX’s huge potential to impact the bottom line, using proven strategies...

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...

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through...

Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in...

Some chase the dollar; others value co-worker relationships above all.  While these things are important, the pursuit of new knowledge is wh

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...

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...

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate...

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options...

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard...