4 min readWhat to do on your first CX roleA CX role is unlike any other role in the company. Customer Experience involves almost everything a company does. In that sense, it is...
2 min readCan you make every upset customer happy?As always, my short answer would be: No, you cannot. Nor should you aim to do so, as that is not realistic as a goal. Before we go any...
4 min readWill a focus on CX lead to profits?This is a question I asked quite a bit, often by business owners and senior leaders. The primary motivation behind the question is to...
4 min readWhat's on my CX dashboardOne of the earliest recommendations I make on any company's path to higher focus on CX is this: measure the various dimensions of CX...
2 min readIs surveying customers absolutely necessary?This is my response to Jeremy Watkin's #CXQOTD for today. Let me start with a question. Why do we survey customers? To understand what...
2 min readMy one CX superpower...This is a response to Jeremy Watkin's #CXQOTD for today. His question: if you could have one CX superpower, what would it be? The one CX...
4 min readCX and the Gig Economy - Part 1: The ChallengesThe advent of the Internet and the widespread availability of consumption infrastructure have made it possible to create a variety of...
3 min readNow Boarding: 3 reasons why Changi Airport has great CXPicture your typical international air travel experience. You get to the airport, drop your bags off, head past immigration, go through...