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A couple of years ago, Gartner predicted that by 2019, more than 50% of organizations will redirect their investments to customer experience (CX) innovation.  But even if you prioritize CX innovation, you might not know how to actually do it. You might try to innovate in CX by developing new digital capabilities or testing new technologies.  […]

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Here’s my write-up of the best bites and my takeaways from Shep Hyken’s new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. – the book:  The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty is […]

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If you want to know which comes first,  employees or customers, Donna Morris will answer “both.”  As the EVP of Customer and Employee Experience at Adobe Systems, Morris spearheads efforts to attract, engage, and develop employees and customers.  Moreover, these efforts are well-integrated and aligned.  In a recent interview, Morris outlined for me some of the primary ways she fuses […]

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In the two years that have passed since I released my e-book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do, the retail customer experience has gotten even more important — and more competitive.  The “Amazon effect” has raised everyone’s expectations about how convenient shopping should be.  And nearly all companies now expect to compete […]

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Shopping has become a means of self expression.  As the retail industry continues to fragment and retail brands continue to proliferate, people now make statements to others — and to themselves — by where, when, and how they choose to shop.  I was surprised to discover, though, that the shopping-as-self-expression phenomenon originated back in the […]

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Customer experience futurist, author, and speaker Blake Morgan and I recently bonded over common views on women and customer experience.  (Our conversation is a part of Blake’s terrific Modern Customer podcast – check it out here.)  We ended up concluding that women are uniquely positioned to lead customer experience. […]

Unless you’ve been living in a cave for the past few years, you haven’t missed how dramatically the retail industry and shopping has changed.  But with so much change, it’s sometimes hard to tell the forest for the trees.  Thankfully the folks at RetailNext have identified five retail trends that you can’t afford to miss. […]

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Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between […]

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– the book:  The Service Culture Handbook:  A Step-By-Step Guide To Getting Your Employees Obsessed with Customer Service, a practical guide on an important topic – the brains:  Jeff Toister, customer service author, consultant, and trainer.  I met Jeff when we were both launching our first books — his was Service Failure: The Real Reasons […]

Looking for great CX quotes?  Quotes on storytelling?  Quotes on competition?  Quotes on grit?  The Qualtrics Insight Summit 2017 was full of soundbites from thought-leaders and celebrities including Clay Christensen, Angela Duckworth, Joe Pine, Omar Johnson (former CEO of BEATS by Dr. Dre), and Qualtrics’s very own CEO Ryan Smith.  Check out these great CX […]