Employee engagement

February 28, 2021
ECXO with Text Stacked

The launch of the European Customer Experience Organization

Over the last few months in between client work, podcasting and writing I’ve also been beavering away on a project with a bunch of other folks. […]
February 19, 2021
Gold panning at Bonanza Creek

Panning for gold: What lies ahead for brand experiences

In the middle of December, I published a predictions piece called 11 Customer-Experience-Related Predictions For 2021. While I stated that I don’t really like writing prediction pieces, […]
January 21, 2021
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Where the magic happens when it comes to improving customer outcomes – Interview with Stacy Sherman

Today’s interview is with Stacy Sherman, Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation and Founder of DoingCXRight. Stacy joins me today […]
January 16, 2021
hands typing

Don’t make customer service agents wait for self service tools

Recently, I had the pleasure of both presenting at and listening in to several sessions at the recent Calabrio C3 Connect conference. That allowed me to […]