The 7th annual CX Day is on Tuesday, October 1, 2019. It's always an exciting time for me because it's when we celebrate customers, the customer experience (CX) profession, and each other. Last week, I was a guest on a twitter chat and I said just that, and we should treat every day as CX Day. [...]
I had a wonderful time in October participating as ICMI's first guest on it's new show, First Friday Fireside Chat. You guessed it - the show is on the first Friday of each month on Facebook. The show covers all things customer service and beyond. We talked about customer experience (CX). I was asked about [...]
2017 wasn't kind to Customer Experience. In a phrase, customer experience underachieved. In its Predictions 2018: A Year of Reckoning report, Forrester noted that based on data from its 2017 CX Index, customer experience had plateaued or declined for most industries and companies. It reasoned that while customer experience had some early wins, it wasn't [...]
As many of you know, I have spent the last two years in a rigorous two-year MBA program at UC Irvine. I graduated with my MBA this past June. While the grand result of my MBA studies was a degree, there was another result, an accumulation of more than 21,000 emails of various content types [...]
