Tag: CX Strategy

Giving Customers What They Want – Modernize Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-90s Ford Explorer that endured my early years of driving was exactly what you would expect from a typical mid-90s vehicle. There were heating/cooling options that were controlled ...

Experience This! Episode 38: How Nespresso Nails the Customer Experience Lifecycle

It was my pleasure to be featured on Episode 38 of the Experience This! show where I discussed Nespresso’s strategy and fantastic customer experience with hosts Joey Coleman and Dan Gingiss. Listen to the episode and get more information here! 

#CXBookHuddle

I am very excited to have one of my recent projects go live today! I partnered with the wonderful Nate Brown, creator and founder of CX Accelerator, to start this book club (of sorts) for CX professionals! We have been heads-down working hard setting up everything from the website to coordinating with industry authors. The ...