Life in the Fast Lane
A common business adage states: "fast, cheap, or good – pick any two." But in today's world of same-day shipping and self-service technologies, customers are demanding speedy experiences and will not ...
31 Jan 202332min
Anticipate and Elevate
It's no secret that most companies have different groups of customers with differing needs. And we, as CX leaders, naturally need to able to adapt our programs to account for those differences. Depend...
24 Jan 202331min
Sense and Respond
In the 250th episode of The CX Leader Podcast, we'll continue the series "CX Now - Eight Essential Themes Driving CX Evolution" by discussing adaptability: how companies should maintain an agile minds...
17 Jan 202328min
Emotions Matter
There are lots of different ways to measure what a customer thinks about your company. But customer emotions can be pretty tricky. How a customer feels can affect other metrics – someone who's happy w...
10 Jan 202327min
The Data Endgame
Some organizations collect very little data and some collect a ton of data. But like many other aspects of customer experience, CX pros should be thinking of the end goal when designing programs and i...
3 Jan 202323min
It's Gotta Be Seamless
Many have experienced the dreaded "handoff" - that experience where someone calls into support and get transferred multiple times, to the point where frustration compels them to simply hang up. Contin...
20 Dec 202227min
Creating Structure out of Unstructured Data
Data is everywhere! And CX pros have structured ways to keep it all organized. But what about all the UNstructured data your customers provide? While there are some challenges in using unstructured da...
13 Dec 202231min
Enable Your Employees
Providing the tools and resources for employee success seems like a "no-brainer," but companies often overlook the systems and processes that can create friction in the customer experience. And if the...
6 Dec 202227min
