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The Most Important thing in Customer Experience
The most important thing to improve the customer experience is not your journey map. With all of the hype about customer journey mapping you’d tend to believe that if you want to improve the customer...
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Emotion in Customer Experience Drives Growth and Revenue
TV’s “Shark Tank” is what many people feel is the premiere opportunity for entrepreneurs. But sharks do not have the capacity for emotion as us humans know it. They have basic emotions like pain,...
View ArticleWhat is a Customer Empathy Map
A Customer Empathy Map is an incredible tool that helps organizations to unlock greater power in the customer experience. It can be used by itself or be used in conjunction with other cx tools...
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Emotional Intelligence in the Customer Journey
New findings on leveraging Emotional Intelligence in the Customer Journey will be taking center stage in Miami. I will be delivering new data as to why more than 50% of customer journey mapping...
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How does a Warm Customer Experience Deliver Millions
Do you love watching those movies where the main character is faced with overwhelming odds to ultimately taste victory in the end? Debbi Fields’ story follows this same script. And the customer...
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Kiran Sharma interview at Contact Center Demo
Have you ever watched an ant carry their food? It’s amazing to see how much they can carry, when they themselves are so small. Have you ever heard the saying that great things come in small packages?...
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Chris McLean interview at Contact Center Demo
What do you think if a rocket flies past your head at the Contact Center Demo and Conference? You should realize that you are near the Fonolo booth. As a parent, it’s my duty to bring home something...
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Gadi Shamia interview at Contact Center Demo
Do you plan out your objectives before you go to an industry conference? Or are you one of those people that figures it out when you get there? I highly recommend the pre-planning. Gladly, I planned to...
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Sarah Reed interview at Contact Center Demo
After many social media interactions, I finally had a chance for a face-to-face interaction with Sarah Reed of Relate by Zendesk at the Contact Center Demo and Conference (CCDemo). I appreciate that...
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Troy Parish interview at Contact Center Demo
I found the new and renewed in my interview with Troy Parish of Serenova. The Contact Center Demo and Conference (CCDemo) was the first event for the new corporate identity for Serenova. Formerly,...
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Juliah Ma interview at Contact Center Demo
I had fun with my interview with Juliah Ma of Convoso. At the Contact Center Demo and Conference (CCDemo) you never know what to expect. As the host of the Fast Leader Show Podcast, I get to discuss...
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Jim Cubby interview at Contact Center Demo
Jim Cubby of Enghouse Interactive shared a few moments with me at the Contact Center Demo and Conference (CCDemo). As the host of the Fast Leader Show Podcast, I have the blessing of introducing the...
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99 Employee Engagement Statistics
Sometimes you just need to show people statistical proof of why employee engagement is so important to your business. Even though you may be totally convinced in knowing that engaged employees create...
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Emotional Intelligence Customer Experience Design
The Emotional Intelligence Customer Experience Design™ (EQCX) framework is used to unlock and sustain the emotional power in organizations. The primary driver in customer engagement and loyalty is...
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Here’s How YOU Make Emotion Your Competitive Advantage
In this ten minute video learn how to harness the component of customer experience that has the largest impact on customer loyalty. Making Emotion Your Competitive Advantage Emotions are what customer...
View ArticleGot it: Horse before Cart and Culture before CX
Life can be so simple. You put the horse BEFORE the cart. You know this! Unfortunately, you are probably engaged with messing it up by adding systems, software and incentives. Why? It’s because that’s...
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The little mistake costing US companies $41 billion dollars every year
It’s estimated $41 billion of revenue are being transferred between companies in the US each year. And you are probably falling victim to the same mistake that’s costing them BIG. The little mistake...
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5 Ways to Increase Customer Empathy
Empathy is one of the 54 Emotional Intelligence (EQ) competencies, but it captures a lot of attention by itself. Just like you, I must ward off the societal influences and pressures to judge people and...
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CX Adoption: The MOST important word to get your organization to MOVE
You’re probably thinking to yourself right now that you know what the most important word is for CX adaption. Of course you know what needs to be said to get your organization to ignite...
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Innovation secret discovered at NASA
An innovation secret discovered at NASA could unlock breakthrough performance for many. There was a very important research study conducted more than 45 years ago at NASA. This information can help you...
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