We Can Be Are in Control of Our Destiny

The 5th Annual CX day celebration offers a good time to reflect on how our industry has and continues to evolve – and it is a reminder that we need to evolve with it. Some CX leaders are newer to the profession and are looking for practical advice on how to grow their skills and

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CX Storytelling: Transforming Thought and Action

Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell you, “Nice job” or “Good stuff.” But what did they really think? Did they find it valuable? More importantly, did you have the desired impact to effectively transform the way

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CX Storytelling: Context Can Make a Big Difference

Like most business professionals, customer experience leaders are commonly called upon to deliver presentations. When we’re preparing, we often think about what we want to say. However, sometimes it helps to take a step back and ask, “What is this really all about?” In other words, what type of presentation is this going to be

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CX storytelling: Eight criteria for profiling your audience

A fundamental element of good storytelling is knowing your audience. Too often we plan a presentation primarily based on what we want to say without really considering the perspective of the audience. Who are they? Are they familiar with the topic? Do they even want to be there? These are just a few criteria that

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CX Storytelling – Bring the Right Attitude to Your Next Presentation

Just picture your audience in their underwear. This is common advice given to someone who is nervous about public speaking. Taking it a step further, it is said that Winston Churchill overcame his fear of speaking by picturing his audience naked. It may have worked for him, but I think it’s way too creepy. CX

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What I learned about CX by binge-watching the Olympics

I admit it. I am addicted to Olympic sports coverage. I’d like to tell you my favorite event but, truth be told, I am not that picky. Sometimes I find myself watching a sport that I didn’t even know existed!  There is something compelling about the risk and speed inherent in many of the sports,

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Are You a CX Storyteller?

Is storytelling listed in your job description? Probably not. But maybe it should be. I have become more and more convinced that the best way to capture attention, be persuasive and encourage action is through storytelling. Storytelling makes an emotional connection that helps us better understand a situation or problem. CX professionals can use storytelling

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Teamwork makes the dream work: Why the best CX leaders are collaborative, and how you can be too

The advantages of teamwork are widely heralded, so it’s no surprise that the underlying skill that makes teamwork work, collaboration, is one of the traits that the best CX leaders share. These leaders know that every team, every employee, every system and process plays a role in determining how customers experience a company. One person,

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CX Trends – What’s changing (and what isn’t) in 2018

As the end of the year approaches, it’s time for the all-too-familiar projections for the coming year. It’s the time where everyone considers what the new year will hold and predicts trends that are worthy of attention. Walker’s December webcast focused on this as its theme but added an interesting twist. In addition to considering

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Infographic: Customer Expectations for Ease

It’s hard to believe the easy button has been around for more than 12 years. Introduced in August 2005, Staples set the expectation for ease as its competitive advantage – and the company was not alone. With customers becoming more empowered and information about competitors just a click away, companies (particularly B-to-B) must invest to ensure

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