Why EX Is the Driver of CX
June 19, 2023 | Jeff Lewandowski
Picture this: After walking into a store, the employees are clearly unhappy, disengaged, and uninterested in helping. How does that feel? Chances...
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Give Your Online Customer Service A Reality Check Or Your Customers Will Do It For You
September 12, 2022 | Jeff Lewandowski
If your online customer service doesn’t meet their expectations, 75 percent will try another channel, costing you an average of $22 million annually...
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Three Examples of How to Rally Around Your Customer Experience
September 12, 2022 | Jeff Lewandowski
Sooner or later, every company has a come-to-Jesus moment where it’s suddenly, painfully clear that the organization has gone off track. In some...
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Bring In The Experts to Become Customer Obsessed
September 12, 2022 | Jeff Lewandowski
When the culture of an organization doesn’t put the customer first, its brand inevitably suffers. But customer experience transformation is easier...
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Why Future-State Journey Mapping isn’t Optional – and How to Get Started
September 12, 2022 | Jeff Lewandowski
One of the most popular Customer Experience (CX) tools is customer journey-mapping.
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The 3 Types of Customer Journey Mapping
September 2, 2022 | Jeff Lewandowski
Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well. Analysts have...
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Employee Experience | The Pros and Cons of Remote Work
July 21, 2022 | Jeff Lewandowski
In March 2021, Andrew Reise published a study of 416 respondents that worked remotely over the past year. We are presenting the findings in a...
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Employee Experience | Why Your Business Should Adopt A Hybrid Work Model
July 21, 2022 | Jeff Lewandowski
In March 2021, Andrew Reise published a study of 416 respondents that worked remotely over the past year. We are presenting the findings in a...
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The Importance of Company Culture In A Remote Working Environment
July 21, 2022 | Jeff Lewandowski
In March 2021, Andrew Reise commissioned a study of 416 respondents that worked remotely over the past year. The goal of the study was to uncover...
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6 Steps To Reduce Costs with Customer Experience Automation
July 21, 2022 | Jeff Lewandowski
In our previous post on automating customer interactions, we talked about market trends: the Work from Home Event and the AI Revolution. The...
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