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Today's VoC Program Challenges

As we wrap up 2017 and think about how we're going to do things better or differently in 2018, I tho...

How to Drive Customer-Centric Culture

Here is another video from the Customer Experience Summit and the CX Talks gathering in Atlanta Octo...

Your brand is only as strong as your weakest link

So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought...

The Evolution of experience

Here is one more exciting video from the Customer Experience Summit and the CX Talks gathering in At...

Emotions Matter - Understanding Customer Emotions to Improve Loyalty

Here is one more exciting video from the Customer Experience Summit and the CX Talks gathering in At...

Everyone Agrees, so why are we not customer-centric?

A must watch video from the Customer Experience Summit and the CX Talks gathering in Atlanta October...

Outside-In vs. Inside-Out Thinking

In the world of customer experience, what's the difference between outside-in and inside-out? 

Should You Invest in Customer Experience?

ROI is still our favorite "three-letter word." Nothing wrong with that!

The Elusive ROI of Customer Experience

Have you been able to prove the ROI of focusing on the customer experience to your executives?