Five AI-Driven Customer Experience Solutions: A survey of the market
A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. OK. As a notorious heckler, I thought I would have my team [...]
Empathy Is the Most Critical Soft Skill and Has Been for at Least a Century
In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of [...]
One Thing that All Successful Employee Engagement Strategies Accomplish
It is all too easy to let best practices spill out into something like a features list on the side of a Windows 95 box. (If you don’t know what I mean, then please watch [...]
Putting the Patient First: Changing Demands in Healthcare
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 other [...]
Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience
There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, [...]
You want talent, but can you manage it?
Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering. According to [...]
Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it?
There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on customer-facing employees proving, as reported in Journal of [...]
The Most Inspirational Employee Value Proposition on the Planet, Dissected
It is easy to find the definition of Employee Value Proposition (EVP), but it is much more difficult to create one that actually inspires employees. For this reason, strong EVPs are significant differentiators in every [...]
Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance
Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling [...]
What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?
Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real [...]
Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration
People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we [...]
Bad News for CEOs: You can’t compete your way to superior customer experience
For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. [...]
A Simple Way to Increase Graduation Rates (without increasing the budget)
Graduation rate is an extremely significant metric for every senior administrator in every higher education institution. US News and World Report uses this important metric in its scoring algorithm, as does every credible media source [...]
How To Measure CX Profit Contribution
CX University Point of View by Scott McCallister and Mohamed Latib Part of the Series: Financial Measurement is Critical for the Future of CX The CX community faces a paradoxical intersection. The practice is receiving increasing [...]
Customer Experience Is Either Everybody’s Business, or Nobody’s Business
Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. He just had to deliver at [...]
A Prerequisite for Customer Centricity and Transformative Growth
As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. This is one [...]
Are small businesses missing out on Customer Experience as a way to grow?
Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our [...]
The Core of Your Digital Transformation in CX
In today’s economy, there are two things that you must do. You must deliver a customer experience (CX) that is uniquely differentiated AND you must successfully execute a digital transformation. When digital transformation and a [...]
Which is more integral to success: Digitization or customer experience?
In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, [...]
Testing CX Initiatives for Financial Benefits: Measurement Models for your Business Case
Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX By Scott McCallister and [...]
Your Customer Experience is Superficial unless you have the “Q”
This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past [...]
Customer Experience will be a Fad without a Better Business Case
CX University Point of View By Scott McCallister and Mohamed Latib Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: Financial Measurement [...]
When CX, Business, and Tech Combine
Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer Experience used to focus on what happened online. [...]
Is the Customer Service “Department” Becoming Obsolete?
Let’s be honest, Customer Service Departments were created, and many still exist today, to problem solve the discrepancies between customer expectations and what a business delivers. Even with due diligence and a preconceived notion of [...]
CX Clearly Makes a Difference
As part of the CX University team, I have had the privilege of increasing my customer experience knowledge by leaps and bounds. Subsequently, I can’t help but use that knowledge when I am personally shopping [...]
Focus on Improvement, not the Number
Recently, I purchased a Subaru Outback for my son to use for his internship this summer. I went to the dealer to get an oil change along with some minor work, and overall, I had [...]
Infographic: GenX and Customer Service
Following our series of infographics depicting generational segmenting in Customer Experience, here we have GenX, individuals born between 1961 and 1980. See our original GenX and CX Infographic.
Infographic: GenX and Digital Preferences
Following our series of infographics depicting generational segmenting in Customer Experience, here we have GenX, individuals born between 1961 and 1980. See our original GenX and CX Infographic.
Why Customer Experience Training is Important
And the scarcity of learning opportunities Customer Experience (CX) as a discipline is relatively new. Believed to have emerged early in the new millennia (based on a literature review and terminology search) Customer Experience is [...]
My Experience Ruined by Moose
I just returned from a wonderful annual conference of the Customer Experience Professionals Association at the Biltmore Waldorf Astoria, a Hilton property in Phoenix. The hotel, its service, and staff were well prepared- they know [...]
CX in a Box
If we can order something on Amazon Prime and it arrives the next day, then why can’t that be the same for CX? I’ve found that it has taken years for my role and the [...]
The Value of Design is on the Rise
In the last decade, many brands have used customer experience perspectives and processes to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all [...]
Happiness and The Patient Experience
Who’s in charge of the Patient’s Happiness? Much has been written on the role of patient’s happiness as it equates to a positive patient experience. This seems to make sense - happy patients are having [...]
The Eleven Sacred Cows of Customer Experience
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 [...]
Healthcare is On Notice by Patients
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
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
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
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. [...]
GenX and CX: An Infographic
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
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
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
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
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
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
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
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
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?
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”
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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 [...]
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PIRCH Bath Spot from PIRCH on Vimeo.
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Experience Design Principles & Human Senses
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?
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
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 [...]