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Four Customer Experience Predictions For 2024

Four Customer Experience Predictions For 2024

1. Customer Centricity continues to be a top focus area for organizations

“Temporary” disruptions like the pandemic, inflation, wars, labor conflicts, etc. queue up in what feels like unprecedented frequencies and seem to make chaos the new normal. With that, Continue reading

Net Promoter Score Pitfalls

<a>Net Promoter Score</a> Pitfalls

Introduction to the Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a widely used metric helping organizations measure general customer loyalty. During the process the organization asks current customers one simple question: On a scale from 0 to Continue reading

Customer Institute Assessments

Customer Institute Assessments

Launch Pad to Improvements in Customer and Employee Centricity

Organizations are much like living organisms. Calls are coming in, sales orders are going out, meetings are held, ads produced, strategic decisions made – its hustling and bustling with activities of Continue reading

The top Six Challanges of Every CX Initiative

The top Six Challanges of Every CX Initiative

We have on several occasions talked about our partner organization, Customer Institute. If this your first time learning about it, Customer Institute is a global, international, independent, and non-for-profit organization committed to excellence in customer centricity. Our board consists of Continue reading

Why Work-Life Balance Is Dead

Why Work-Life Balance Is Dead

On the Topic of Life Balance

The first step toward improving bad work-life balance is dropping the term!

In my research, one complaint employees consistently made was the lack of a good “work-life balance.” This complaint is right up there Continue reading

How to manage your CEO?

How to manage your CEO?

You will have to teach your executives how to best support customer centricity initiatives

As the Head of Customer Experience with any number of years of experience in the field, you know the importance of customer centricity. You constantly develop Continue reading