CX Vision

Customer Experience Vision

Developing a customer experience vision is a necessary first step in pursuing an organizational change in the way your business provides services to its customers. A customer experience vision defines these aspirations and why they matter to your customers. Learn more below.

“I’m new to CX – what do I do?” Seven Steps for the New CX Leader 

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience.  

This post is dedicated to those who have a passion for improving their customers’ experience, but aren’t 100% sure where to start. The items below aren’t completely linear—you can’t wait until one is done before you start the next—but they do list a good order in which to begin.  Read more

Sometimes, meeting customer promises isn’t so impressive.

A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without notification, three flights were scheduled from the same gate within an hour, leaving nowhere to put all the passengers, and agents didn’t have working scanners so had to manually write down each person’s seat as they boarded.  Read more

CX Vision lessons from the Glen Canyon Dam (and Isaac Asimov)

Glen_Canyon_Dam_and_BridgeI visited Antelope Canyon a few weeks ago.  It’s a terrific trip, and I highly recommend it.

As a part of the trip we visited the Glen Canyon Dam. Upriver of the Hoover Dam, it creates Lake Powell, the second largest man-made lake.  The tour guide shared the three priorities for the dam:

  1. Water management
  2. Power generation
  3. Water recreation

Read more