My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. But it’s still important (even more so in my current role) to keep up to date on the state of the practice.
That’s how I deliver best-in-class services to our clients. And why I regularly interview CX leaders to learn more about their efforts, successes, and challenges.
Before COVID, I did this by spending two days on-site, embedded in a selected organization. During that time, I’d shadow a CX leader, attend meetings, and ask interview questions.
In the eight years since I founded Heart of the Customer, these were the days I learned the most. (more…)