Entries by Jim Tincher

Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your Executives

I go to a lot of Customer Experience (CX) events. Although I learn a lot of new things, I also hear some common concerns throughout all of them. No matter the venue, you can be certain that somebody in the audience will ask a presenter, “How can I get executives to care about customers?” That’s […]

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]

The Bots are Coming!

Actually, they’re already here. But are you aware of them? Today, I’m flying back from the CCW’s Executive Exchange. I not only enjoyed speaking at the event, but also the opportunity to attend its presentations. The audience was primarily made up of contact center leaders, each having a lot to say– and do –about the […]