Over the past few years, we’ve stopped talking only about customer service. Now, it’s all about the customer experience.   Ugh… another trendy buzzword? Just a fancier way to say the same thing?   Not quite. While the two are closely connected, they’re not the same. And if you’re thinking about training your team or improving how customers interact with your business, it’s important to understand the difference.

Last week during my Customer Experience Innovation webinar, I was introduced as being extremely creative… And that surprised me! Here's...

I am very excited to be starting my CX Certification, Mastering Customer Experience on Monday with Forrester ! This certification...