Posts

“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