As of this writing on March 19th, large portions of the world are in lockdown or in the process of moving to that state. It is an extremely sad reality that many tourism, hospitality, and services companies and entire industries could potentially be (save massive government intervention) completely wiped out. I personally have numerous friends […]
About a month or so back, I wrote a fairly popular essay on customer experience and the central role that empathy plays. I also said these platforms (and any martech stack) have the potential to help transform customer experience, but that many of the tools enabled by these suites are often aligned to a superficial […]
Each and every day, my Twitter feed is filled with references to “Customer Experience” to the point that the term has somewhat lost all meaning. Articles like “Why Focus On Customer Experience? Here’s Why.” appear daily and many of them reference much of the same underlying data that show ” Customer Experience Leaders outperformed the […]