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The Eleven Sacred Cows of Customer Experience

By | April 5th, 2017|Categories: Customer Centricity, CX Strategy, Organizational Adoption of CX, Webinar|Tags: , , , , , , |

Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have also heard that practitioners must make a case [...]

PX Crossword Puzzle 2

By | March 29th, 2017|Categories: CXU Crossword Puzzle|

PX Crossword Puzzle 1

By | March 28th, 2017|Categories: CXU Crossword Puzzle|

Healthcare is On Notice by Patients

By | March 21st, 2017|Categories: Customer Centricity, Patient Experience|Tags: , , , |

Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept [...]

The Portillo’s ‘Golden Ticket’: Where customers and associates both win

By | March 20th, 2017|Categories: Employee Engagement, Experience Design|Tags: , , , |

Growing up on the South Side of Chicago, I had my choice of numerous hot dog joints and Italian Beef stands to choose from. However, nothing brought me greater joy than when my father would [...]

A Nurse’s Role in Patient Experience

By | March 8th, 2017|Categories: Patient Experience|Tags: , , , , |

In this experience economy, many have touted the enormous value of capturing the hearts of customers. Here, at CX University, we fulfill the need for Customer Experience training and development, but In every industry, there [...]

Adjusting Your Sails to Help Cultivate Human and Customer Centricity

By | March 6th, 2017|Categories: Customer Centricity|Tags: , , , |

William Arthur Ward, one of America's most quoted writers of inspirational maxims offered this following insight that applies to much of life and in particular to the CX discipline and keeping a constant customer-centric vision. [...]

CXU Crossword Puzzle 1

By | January 17th, 2017|Categories: CXU Crossword Puzzle|

GenX and CX: An Infographic

By | November 14th, 2016|Categories: CX Strategy, Infographic, VOC and Customer Insights|Tags: , , , |

Following our series of infographics depicting generational differences in Customer Experience, here we have GenX, individuals born between 1961 and 1980.

GenZ and CX: An Infographic

By | November 11th, 2016|Categories: CX Strategy, Infographic, VOC and Customer Insights|Tags: , , , |

Continuing with our series on how generations demand different Customer Experiences, here we illustrate the CX patterns among people of Generation Z (those born between 1995 and 2012). Check out the previous infographic on Millennials [...]

Is Customer Experience no more than a Checklist Exercise Based on Assumptions

By | November 7th, 2016|Categories: Customer Centricity, Experience Design|Tags: , , |

Let me begin my latest rant, oh sorry, I mean blog, with a bold and underlined assertion. For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what [...]

Mastering Customer Centricity: Watch the Webinar

By | November 2nd, 2016|Categories: Customer Centricity, Webinar|Tags: , , , |

Mastering Customer Centricity discusses the necessary steps you can take to truly delight and retain your customers. Watch as Mohamed Latib, CXU Founder and CEO, and SPLICE Software’s Janelle Boris discuss approaches to transform your organization [...]

Millennials and CX: An Infographic

By | November 1st, 2016|Categories: Infographic, VOC and Customer Insights|Tags: , , |

Creating a powerful customer experience necessitates understanding the customer segment or the generational differences among consumers. Read more about how Millennials are changing the game in CX in this infographic below.   Want to hear [...]

Reduce Employee Effort for a Great Customer Experience

By | October 31st, 2016|Categories: CX Strategy, Employee Engagement, Organizational Adoption of CX|Tags: , , , |

There's a lot of talk about how much effort a customer is required to put forth to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or [...]

Deploying CX Across the World: Cross-cultural challenges

By | October 12th, 2016|Categories: CX Strategy, Experience Design, Webinar|Tags: , , , , , |

It’s an incredible time to watch our world become resurfaced by the power of technology and communication, which is driven by the decisions and preferences of the customer. As a result, all organizations are affected [...]

How to Create an Effective Business Case for CX

By | October 11th, 2016|Categories: Metrics and ROI, Organizational Adoption of CX|Tags: , , , |

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned [...]

What a Sensational Customer Experience Looks, Feels, Smells, and Tastes Like

By | October 5th, 2016|Categories: Customer Centricity, CX Strategy, Experience Design|Tags: , , , , |

A conference attendee asked me last week what my most recent and best customer service experience was. I mean a game changer that was truly different and memorable. It was actually easier than normal to [...]

Do You Know When a Customer is Ready to Leave?

By | September 26th, 2016|Categories: CX Strategy, Metrics and ROI|Tags: , , , , |

It’s painful when a customer walks out the door. The good news is that you can create an early-detection system to alert you when a departure is impending. You need such a system because most [...]

The Myth Behind “Low-Hanging Fruit”

By | September 22nd, 2016|Categories: CX Strategy, Experience Design|Tags: , , , , |

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received.   At the beginning of their customer experience [...]

What to do When You Hit a Customer Satisfaction Plateau

By | September 20th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , |

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, [...]

The ‘Always On’ Enterprise

By | September 19th, 2016|Categories: Customer Centricity, Metrics and ROI, VOC and Customer Insights|Tags: , , , |

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus [...]

Intelligent Experience: Where CX Meets Tech

By | September 15th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , , |

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems, touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new [...]

What You Need to Succeed as a VOC Leader

By | September 14th, 2016|Categories: VOC and Customer Insights|Tags: , , , , |

Author's Note: This is the sixth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.   Failure is only permanent when you decide it is. That statement holds true in any [...]

How Frustration through Design became Market Leadership

By | September 13th, 2016|Categories: Customer Centricity, Experience Design|Tags: , , , , , |

In this special article, I interview Jeffery Sears, CEO of PIRCH, to get his insight on customer experience. I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few [...]

Why Having Guts and Following Your Gut Leads to VOC Success

By | September 12th, 2016|Categories: VOC and Customer Insights|Tags: , , , , |

Author's Note: This is the fifth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.   Did your Voice of the Customer (VOC) tool vendor or consultant tell you you’re [...]

Here’s a Notion Retailers Must Adopt

By | September 8th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , , , , |

During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. [...]

Why Good Relationships Matter to VOC Program Success

By | September 7th, 2016|Categories: Organizational Adoption of CX, VOC and Customer Insights|Tags: , |

Author's Note: This is the fourth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.   Voice of the Customer (VOC) programs are not self-sufficient islands. They need a wide [...]

The Discount Revenge Cycle and How to be a Better Communicator

By | September 6th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , |

Customer Experience encompasses a multitude of sub-disciplines and covers substantial ground in the world of business. However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to [...]

When Your Genius is not Enough for VOC Program Success

By | September 5th, 2016|Categories: Metrics and ROI, VOC and Customer Insights|Tags: , , , , |

Author's Note: This is the third of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing.   There are few multi-expertise geniuses in the history of humanity. Don’t make the mistake of [...]

Back to Basics – On Empathy

By | September 1st, 2016|Categories: Customer Centricity, Experience Design|Tags: , , , |

If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical [...]

Why ROI Goals are Essential to your VOC Program

By | August 31st, 2016|Categories: VOC and Customer Insights|Tags: , , , |

Author's Note: This is the second of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing.   Every Voice of the Customer (VOC) program needs goals that are clear and measurable. [...]

Inside Out vs. Outside In Thinking

By | August 30th, 2016|Categories: Customer Centricity|Tags: , , , |

In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and [...]

Why you shouldn’t be surprised your VOC program is failing

By | August 29th, 2016|Categories: VOC and Customer Insights|Tags: , , , |

Author's Note: This is the first in a series of six posts on to help VOC professionals build a successful VOC Program.   The reported statistics are staggering. More that two out of three Voice [...]

Price Matters in Customer Experiences

By | July 5th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , |

There is a chorus of voices across the business landscape with a resonant message: stage positive experiences for your customers and business performance will improve. Customer experience practitioners argue that doing so will make it [...]

Mapping Customer and Employee Journeys

By | June 29th, 2016|Categories: Customer Centricity, Employee Engagement, Infographic|Tags: , , |

CX journey mapping no longer lives within the confines of just customer journeys - organizations and practitioners have to expand their scopes to include employees as well since the two groups are so interconnected. Read [...]

CX Adoption: The Most Important Word to Get Your Organization to Move

By | June 20th, 2016|Categories: Employee Engagement, Organizational Adoption of CX|Tags: , , |

You’re probably thinking to yourself right now that you know what the most important word is for CX adoption. Of course you know what needs to be said to get your organization to ignite customer-centric [...]

Experience Design Principles & Human Senses

By | March 9th, 2016|Categories: CX Strategy, Experience Design|Tags: , , , , , , , |

With the increasing focus on customer experience as a competitive differentiator, many companies should adopt design principles based on human senses to create a 'gestalt' experience, one in which all the senses are engaged. The [...]

Has your CX Strategy tapped the Blue Ocean?

By | March 8th, 2016|Categories: CX Strategy, Experience Design|Tags: , , |

Customers are central to the success of a company. Period. And what we’ve discovered over the last couple decades is that the more we focus on customers, with a distinct purpose of improving their experiences, [...]

Learning Patient Experience in the Dark Ages

By | March 1st, 2016|Categories: Patient Experience|Tags: , , , , |

What is old is new again… or is it? In 1995 a benchmark study related to timely administration of antibiotics in pneumonia patients ignited the energy around fixing the problem of delay by making the [...]