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When to survey

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Nevertheless, I get [...]

By |2024-01-23T15:52:24+00:00January 23rd, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on When to survey

Again, about how CS is NOT CX

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence, but yes it’s a bit of a task that complicates my days:  Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’  I don’t do Customer Support [...]

By |2024-01-09T15:22:07+00:00January 9th, 2024|Consulting, CX Strategy, CX Thoughts|Comments Off on Again, about how CS is NOT CX
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