Blogs

Where does your organization currently sit in CX efforts? I wrote an article to guide companies by following simple iota using a CX Framework.

What does the CX strategy mean, and how does it work? How do organizations integrate CX into the overall business strategy that drives improvement and fosters innovation?"

During Medallia Experience 21, leaders discussed how companies can better measure success and shared these 5 B2B customer success strategies to drive long-term value.

The Root Cause of Service Failure (my 4th book in CS). Understanding the service failure is NOT about changing or replacing the value customers already received but establishing it even more. We should not confuse service with the value customers are looking for and what they expect from us.

To survive and thrive in dynamic environments, a successful business partnership requires a fundamental change in customer behavior and business mindset.

If a brand is about perception, can we also say that a role or function is an adjunct value of a brand, such as customer service, sales, customer success, marketing, engineering? Also, is it not just what the product entails or stipulates. But the service this function provides?

A holistic view of the contact center means whether customers are taking advantage of this channel or losing their confidence in the value of the service the company provides.

How can we tell if a company is delivering a great customer experience? Or a proactive experience? Here are the three C’s organizations should be doing to drive loyalty and lifelong customers.

Most contact centers are a lifeline for support on critical issues and support challenges. If contact centers are a pivotal part of the business growth, why not focus on enabling contact centers as an active part of the brand-building process? Here are four reasons why businesses or brands should.

In today’s competitive and fast-changing business world, challenges are inevitable. How can businesses reinforce or strengthen the emotional or brand connection if customer's ongoing interactions and conversations have gone digital.