CX Accelerator

MAY 16, 2018

Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 I’ve had an insatiable hunger ever since to learn everything I can about Customer Experience and to give knowledge back to the community. Van Customer Experience (and so much of life) is dependent on the perceptions of other people.

CX 203

CX Start-ups Gaming Education 203

CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. Back To CX Accelerator Blog Who is your key stakeholder?

Hospitality 140

Hospitality Hospitality CX Gaming 140

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage Two, The Fence.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage Two, The Fence.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

Execs In The Know

MARCH 21, 2023

Here’s the thing: Companies don’t deliver customer experiences — people do. A big thank you to Shannon for joining Execs In The Know in Austin and sharing her thought leadership with our community of CX leaders. Next stop for Customer Response Summit (CRS) – Nashville, Tennessee.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 78

Customer Experience Net Promoter Score Engineering Manufacturing 78

Execs In The Know

MARCH 13, 2023

The end-to-end (E2E) customer journey, starting from the first encounter to the purchase, follow-up assistance, and continuous engagement, is now table stakes and plays a crucial role in establishing trust, loyalty, and advocacy. When you simplify processes and workflow, you simplify your delivery experience. Registration opens soon!

CX 52

CX Hospitality Hospitality Government 52