Internal Pain PointsWhen building a CX Program, don't forget to also focus on the experiences of your own employees, because the quality of the service they...
Where's My Bus?There's nothing worse than waiting and waiting for a bus. A late bus can make you late to school, work, daycare pickup, or other...
Love Bursting Your BubblesUser Experience (UX) and Customer Experience (CX) require humility. User Experience (UX) and Customer Experience (CX) demand that we set...
It's Not My JobEnemy #1 to any CX Program is the notion that "It's not my job." Even though job descriptions sometimes say "other duties as assigned,"...
Mapping Customer JourneysOne way to systematically identify customer pain points is to do what's called Journey Mapping. This involves thinking about every stage...