#CustomerExperience

Oct 26, 20195 min read

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....

300 views11 comments

Emotional Affinity, Customer Service, and Collecting

Jerry Leisure

Oct 26, 20193 min read

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...

107 views11 comments

7 Unexpected Tools that Will Help You Improve the Customer Experience

Erica Marois

Oct 21, 20197 min read

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...

237 views12 comments

Building a Customer Experience (CX) Strategy

Nick Glimsdahl

Oct 8, 20194 min read

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...

467 views13 comments

So You’re a New CX Leader? 5 Tips to Succeed in Your Role

Kaye Chapman

Sep 24, 20197 min read

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 –...

314 views13 comments

The Rustici Story: How Happy Employees Create Happy Customers

Joe Donnelly

Jun 28, 20195 min read

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...

81 views15 comments

Nate Brown and Ben Motteram

Mar 14, 20194 min read

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...

4,093 views14 comments

CX Accelerator

Jan 25, 20195 min read

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...

277 views14 comments

My Understanding of AI in CX so Far. Things Could Change!

Jeremy Watkin

Jan 8, 20194 min read

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...

147 views13 comments

Kaye Chapman, Nate Brown

Jul 17, 20186 min read

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...

356 views16 comments

Japan: The Land of Amazing Service Culture

CX Accelerator

Jul 9, 20183 min read

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...

139 views11 comments

Vanderbilt Children's Hospital, Masters of CX Design

CX Accelerator

Jun 27, 20184 min read

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...

131 views15 comments

How Developing Empathy Leads to Better Customer Experiences

Mariam Ayyoob

Jun 19, 20186 min read

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...

156 views11 comments

Ten Years, Ten Lessons: Memoir of a CX Neophyte

CX Accelerator

May 16, 20186 min read

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

110 views21 comments

Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

Kaye Chapman

May 8, 20186 min read

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...

156 views10 comments

Why Survival Mode Kills The Customer Experience

Karin Hurt, Nate Brown

Apr 12, 20185 min read

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...

90 views10 comments

Five Keys To Driving Voice of the
Customer Success

Sue Duris

Feb 12, 20184 min read

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...

132 views13 comments

Enhancing Customer Service Interactions With DiSC

CX Accelerator

Feb 4, 20184 min read

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...

138 views11 comments

Carvana: CX And Car Buying Finally Meet!

CX Accelerator

Dec 13, 20174 min read

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...

184 views13 comments