SPRINT: Launch a new service in 1 week…instead of 5 months

Week 1: Ten employees gather for a kickoff meeting set out to design a new internal process with the goal of ultimately improving the customer experience. The meeting is led by the organizer who gets limited engagement and participation from the other attendees. The topic is discussed broadly and action items are assigned to owners.

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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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