CX Leadership – Until We Meet Again (3min) What a year! Looking ahead Alex asks, “… will the positive momentum turn into a movement that’s sustained or will we simply slip back into our internalised …
Customer Experience News 204: Podcast: CX Strategy & Customer Empathy, Customer Advocacy: Who Do You Trust? & CX Management: Protecting CX Budgets
Podcast: CX Strategy & Customer Empathy (57min) This week I talked with Head of Customer Experience at Freddie Mac, Bill Staikos, on his new-ish Podcast, Be Customer Led. We discussed CX strategy, governance, and the importance of …
Customer Experience News 168: Big Brother’s Secret Consumer Scores, Shopify Goes Green, Finding the ‘Why’, & Saving CX Management
Big Brother’s Secret Consumer Scores (3min)From the New York Times, a fascinating article on companies that track consumers’ personal data and generate ‘secret surveillance scores’ for their clients. Requesting his file from Sift, whose scoring system …