Being a Catalyst for CX Change

None of us is in CX to track and trend metrics. Sure, we will all celebrate a significant increase in our customer loyalty or advocacy metric but that isn’t really our ultimate goal. As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer.

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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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