4 Steps to Designing a Listening Architecture

Those of us in the CX profession are lucky – our industry is hot. Why? Executives are increasingly choosing to embrace customer experience as a way they intend to differentiate in the marketplace. CX pros must lead the charge to bring a deep understanding of customers into their organizations to guide strategic CX decisions that

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Make it real, and other pro tips for developing a customer-centric culture

Corporate culture is a funny thing: firmly entrenched, yet always evolving. Culture can also make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case. But more and more companies

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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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