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Shiny Objects: Not All Innovations in Disability are Gold

I recently shared with some collegue the need for digging a little deeper when new technology or solutions intended to serve people with disabilities are introduced to the market. On the surface these tools or tech can look like the answer to disability inclusion and equity. However, when you start to do a little research,…

“Just Be Patient!” What We Can Learn From A Caterpillar On Our Journey To Transformational Customer Experience

You’re probably thinking, “Shelby, what the heck are you talking about?” “Why are you talking about a caterpillar in a blog about Customer Experience?” To that, I must say, “Let me explain.” There is a book my kids absolutely love called “The Very Impatient Caterpillar” by Ross Burach. The book is about this caterpillar, who…

You don’t own me! The myth of email list ownership.

I’ve participated in a number of trainings lately for entrepreneurs and small businesses and have noticed many of the trainers using the phrase, “you own your email subscriber list and no one can take that away from you.” Today I’m going to share with you how the “myth of email list ownership” can be dangerous…

Winning in CX Delivery for Holiday Shopping Season 2020

We are a few short days away from the official start to the holiday season, and as with everything in 2020, its going to look a little different this year. Many states in the US are imposing new restrictions on capacity in stores, restrictions on the number of people at gatherings and encouraging people to…

Supply Chains: Why are they so important to CX?

Before I spent much time in the customer experience space, I didn’t give much thought to how interconnected different functions within a company play a role delivering exceptional customer experiences. I mean, it was obvious that marketing and customer service played a role, but I didn’t think much about how goods and services move from…

The difference culture makes in defining good CX

When talking about how culture plays into quality customer experiences, I think of two key buckets. The first is your company’s culture, and the second is culture in the sense of social norms, in different geographies across the world. Today, I want to take a look at the latter. As a business, you need to…

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