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.