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.

Read More
4 min read

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?"

Read More
3 min read

During Medallia Experience 21, leaders discussed how companies can better measure success and shared these 5 B2B customer success strategies to drive long-term value.

Read More
5 min read

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.

Read More
3 min read

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

Read More
5 min read

If a brand is about perception, can we also say that a role or function is an adjunct value of a brand, such as customer service, sales, customer success, marketing, engineering? Also, is it not just what the product entails or stipulates. But the service this function provides?

Read More
7 min read

A holistic view of the contact center means whether customers are taking advantage of this channel or losing their confidence in the value of the service the company provides.

Read More
4 min read

How can we tell if a company is delivering a great customer experience? Or a proactive experience? Here are the three C’s organizations should be doing to drive loyalty and lifelong customers.

Read More
3 min read