Blogs


Where does your organization currently sit in CX efforts? I wrote an article to guide companies by following simple iota using a CX Framework.

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What does the CX strategy mean, and how does it work? How do organizations integrate CX into the overall business strategy that drives improvement and fosters innovation?"

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The Root Cause of Service Failure (my 4th book in CS). Understanding the service failure is NOT about changing or replacing the value customers already received but establishing it even more. We should not confuse service with the value customers are looking for and what they expect from us.

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To survive and thrive in dynamic environments, a successful business partnership requires a fundamental change in customer behavior and business mindset.

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