The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion? The role is likely not here to stay. …

For several decades, the only way for large-sized companies to hear from customers was through voice of customer (VoC) surveys. Recent widely adapted logic believes a company must place the customer in the center of an organization to succeed in today’s market. …

I’d like to make the case that most companies out there are still failing to explore the full potential of Customer Experience. While the general concept of CX may have hit mainstream, converting that concept into actionable results still seems to be a ways out. Possibly the most commonly used…

Caught up on your CX reading this year? There’s still time! And with the holidays in full swing, there’s no better time to politely request some light reading as a stocking-stuffer. But what books to cozy up to the fire with, you ask? Look no further; we’ve done some of…

Are you subscribed to Voices of CX Podcast? Sign-up now and get fresh episodes delivered straight to your inbox! Our very first season of Voices of CX Podcast was hosted by Crystal Garrett and Mary Drumond, and co-hosted by Worthix CEO Guilherme Cerqueira. …

Customer surveys are essential for gathering the insights you need to take your business to the next level of customer experience, but not everyone gets the methodologies behind well-constructed and rigorously thorough surveys. We’re here to help with that. One of the first steps is to determine your sample size…

Editor’s note: Recently my conversations surrounding customer experience with practitioners, co-workers, or with guests on the Voices of CX podcast have had an underlying theme that is concerning to me: the lack of correlation between standard industry KPIs and company results is starting to sway the market’s faith in the…

3, 2, 1…blastoff. Virgin Galactic preps for launch. Richard Branson’s spaceflight company is set to become the first may soon first publicly company of its kind. …

If you’re a parent, then you have definitely thrown away countless Happy Meal toys in your lifetime. This is because the lifespan of these toys is only a couple of hours before they’re either abandoned on a park bench, discarded or forgotten under your carseat for the rest of eternity. …