Scream at them, throw the phone at the wall and tell them that you will ban them from purchasing your products in the future if they don’t calm down! Is this really the way to go about dealing with difficult customers? No. No matter how many times you could be dreaming of it …
Having a passion for customers and customer experience is the secret sauce in all successful CX strategies. Passion is the key driver to achieve goals and more importantly, it is what keeps us going when we encounter barriers or difficulties. As Palit states in his article, “Passion is the fuel that propels us forward on …
Artificial Intelligence (AI) could be your organisation’s worst nightmare. As everyone praises its benefits (We did too: 5 Ways AI Will Change Customer Experience Forever) some businesses are diving in head first, which could create a whole lot of frustrated customers, data privacy breaches and discrimination. So let us be The Devli’s Advocate …
In the CX Academy, we define the power of persuasion as the ability to influence a person’s beliefs and actions. When you are leading the CX Agenda in your company, it is important to understand that nobody can do this alone. Your role as the CX Director / Leader is to get everyone in …
Earning €70k a year, getting praised for company success, and reading through the positive reviews and customer feedback all day long sounds great. But being a CX Director is not this easy – if it were everyone would be doing it. To truly be a good CX Director, you not only have the knowledge, …
The world is changing. Customers care more about the experiences you provide them and more about what your business does for the planet. If your target audience is younger, you should be especially concerned. This is why we have gathered a list of 3 companies that get the experience and the planet part great …
Artificial Intelligence (AI) has recently been a hot topic on social media platforms. The enthusiasm of some is shielding it from the criticism of others. Some fear that robots will take over our world and dominate us in all aspects of our lives. Others claim that this is the first step to a future with …
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Whether it was a premonition or a hunch, B.Joseph Pine II knew he was onto something when he wrote ‘Welcome to the Experience Economy’ with James H Gilmore back in 1998. In their article, they explore the idea of ‘staging experiences’ and argue that this is where the ‘competitive battleground’ lies. Twenty-five years later …
Every month we have a Masterclass where we deep dive into a topical issue. Our most recent masterclass was dedicated to Women in CX: Empowering female employees to deliver CX Excellence. We were joined by Gemma Rabbini – a qualified Communications and Confidence coach who is passionate about working with women. Several years ago, …
If you are a CEO, Manager, Supervisor, Team Leader you should ask yourself are you just a manager, or are you a leader? This question is important because as Horst Schulze said, ‘Managers push: Leaders Inspire’! What is Leadership? Kevin Kruse explains, “Leadership is a process of social influence, which maximises the …
