Leading the Customer Experience by Brad Cleveland

September 30, 2021 by Matt Beckwith in technology, processes, people

This latest book from Brad Cleveland, a legend in the customer service and customer experience space, is a terrific jump into how to build, and execute on, a solid customer experience vision. Not just a high-level overview, Leading the Customer Experience lays out a comprehensive view of how to go from just caring about your customers to building a super focused customer experience strategy.

What Metallica Can Teach Us About Customer Experience

January 03, 2019 by Matt Beckwith in processes, technology

Lessons on Customer Experience are all around us, if we just look for them. All of us, after all, are customers first. Metallica, the metal band that has been around since the 80s could teach us all something about Customer Experience.

Frost & Sullivan Customer Contact West 2018

November 04, 2018 by Matt Beckwith in people, technology, processes

This year’s Customer Contact West conference was held at the Arizona Biltmore in Phoenix. I really enjoy this event every year. It’s a smaller conference, I believe around 350 attendees, but the events and content are huge! The format of the sessions are great. The Frost & Sullivan team does a great job mixing up keynotes, general sessions, interactive sessions, panels and roundtables so there are so many opportunities to learn and connect with other customer contact and customer experience leaders.

Customer Experience – No, Not That

September 16, 2018 by Dr. Debra Bentson in people

Guest post from Dr. Debra Bentson - We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience.

You know I love a good story – so here we go: I walked into one of those shops we all know to buy a cup of coffee – as simple or as froufrou as you like.

What Comes Before "The One Number You Need To Grow"

September 09, 2018 by Andrew Gilliam in processes

Guest post from Andrew Gilliam - About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction.

How To Stand Out As A Customer Experience Change Agent

July 26, 2018 by Matt Beckwith in people, processes

On episode 329 from July 17, 2018, “Be a Customer Experience Change Agent”, Jeannie spoke about how you can be a customer experience change agent in your company: Go big, find quick CX wins, and gather your champions.

The episode got me thinking about the early days of my career. How I longed to get promoted to a position where I could actually make a difference. And how I learned, thankfully early on, that I could make a difference no matter the position I held.