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Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. If your employee experience is bad, it will be very difficult for employees to delight your customers. For you and for the customer.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar


Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. When I look back on it, this was for me the start of customer experience. How did you become involved with customer experience?

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from.

What is Customer Experience Collaboration?


What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. Remember the last complaint you heard from a customer? Customer experience excellence requires 360-degree collaboration.

Customer Experience Professionals’ Essential Toolkit


Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

A Heart & Head Approach to Understanding Customer Experience

C Space

A Heart & Head Approach to Understanding Customer Experience. Knowing what experiences matter to different customers at different touch points can frazzle the mind. Senior Consultant at C Space. Aidan Borer is a C Space Senior Consultant, ex-Bose Corporation researcher, Industrial Design grad and customer experience phenomenon. He’s your go-to for customer strategy projects including segmentation and journey mapping.