April 15, 2016 |

CX Trendsetters: My Visit to Lush Involved a Bath Bomb & Great Customer Experience

A version of this article first appeared on LinkedIn Pulse. With a career that has me constantly thinking about the customer experience, it’s hard not to observe CX wherever I... Read More

Categories: Uncategorized
March 2, 2016 |

CX Backfires this Week | Amazon

Originally posted on LinkedIn. Dad with a wallet: a Retailer’s Best Friend. Retailer’s worst nightmare?  Over-engineered personalization with mismanaged content. Read on… My daughter’s 13th birthday is just around the... Read More

Categories: Insights,Uncategorized
February 24, 2016 |

Case Study: ForeSee Connects T-Mobile to Multichannel Voice of Customer

Your customers don’t stick to one contact channel. Neither can your customer experience analytics. That’s why T-Mobile partners with ForeSee to capture Voice of Customer across its web, mobile and... Read More

February 22, 2016 |

CX Failures this Week: Gap & Panera Bread

Originally posted on LinkedIn. Board Room Failures.  Ivory Tower Missteps.  Big Chair Bungles. Call them what you want, but what sounds good in the board room can fail miserably when... Read More

Categories: Uncategorized
February 19, 2016 |

Retail Customer Experience Trendsetters | The Art of Shaving

$75 for shaving cream? You bet! And I didn’t think twice about it. This was a big moment for me, one who refuses to pay full price for anything. How... Read More

December 22, 2015 |

Ten Tips to Optimize Your NRF 2016 Experience

The NRF Big Show 2016 includes three days packed with sessions, exhibit hall presentations, vendor booth meetings and nighttime events – all in the epicenter of New York City. Below... Read More

Categories: Uncategorized