Customer Experience

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience. We want the convenience of Amazon’s one-click ordering and speed of delivery, the...

Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored, but to instill in them a discipline of being open...

Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom...

Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in the country as they address the new and emerging demands...

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®. Area of Expertise: Customer-centric leadership, CX journey analysis,...

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and elevates everyone involved to a new level.” Speaking with Ian...

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public organizations are proactively hiring CX strategists to design and guide...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions and body language were simply innate traits and a process...

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a...

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind it, and I was really good. It takes a combination...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like knowledge, expertise, reliability and superior performance. These are just a...

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and advisory leader is advising you to raise your CX game....

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth, a mission or simply magic? Considering the fact that we are...

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly seems true enough in the contact center world where the...

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed that while 80% of companies surveyed believed that they provided...

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs. CX Practitioners: Real Life or Fantasy? In it, I described...

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers want the companies they do business with to use that...

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer...

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. Customer experience (CX) is an area that...