The better the customer experience, the easier it is to compel your audience to take action. Deliver a poor experience, and you jeopardize your chances of achieving your desired outcome.

As a leader in customer experience and customer-centric transformation, I’ve found that thoughtfully storyboarding each discussion, workshop or presentation enables me to have a better idea of ...

Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, ...

Customer experience covers all the touchpoints a customer has with the brand, from browsing their website to receiving the product. 3. Proactive vs. reactive .