Learn to deliver a better experience for your customers

The inglorious and the sublime of CX, delivered weekly

 

What’s working in CX? What isn’t?

 

01 — The MAX Problem is Trust

Choosing to avoid discomfort during a crisis will ultimately erode brand value and lose customer trust.

02 — Why Nordstrom Will Survive the COVID-19 Retail Slaughterhouse

Six best practices that guarantee longevity, with a few recommendations for improvement thrown in.

03 — My CCXP Journey

Five lessons from taking the CCXP exam (again).

04 — Peloton, take my money. On second thought…

All that spin and no spine.

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