Is your C-Suite out of touch? Learn why "The Executive Trench" initiative is vital for closing the empathy gap and fixing broken CX processes from the inside out.
This article argues that most loyalty programs are transactional bribes disguised as relationships, built on discounts and points rather than a true connection. Drawing on behavioral science and customer experience insights, this article critiques traditional schemes and offers a new path to loyalty through trust, identity, belonging, and purpose-driven engagement that adds real value to the customer-brand relationship.
In this article, the illusion of CX Theater is exposed, where companies rely on scripted empathy, endless surveys, and glossy touchpoints without real change. We explore why businesses fall into the trap of optics over substance, the hidden costs of pretending to care, and how leaders can dismantle the theater by empowering employees, fixing backstage processes, and building authentic customer experiences rooted in trust and action.
Ever wished you could grab your coffee without the obligatory small talk? Or check out at a store without the “Did you find everything okay?” interrogation? Welcome to the rise of Silent Services—where customers decide when and how they interact, not the companies. From self-checkouts to silent haircuts, businesses are finally tuning in to the fact that sometimes, the best customer experience is the one that lets you just… be. Why is this shift happening? What do psychology and sociology say about our craving for quiet choices? And what does this mean for the future of CX? I dove deep into this fascinating trend—check out my latest article! #CustomerExperience #SilentServices #CXInnovation #CX #CXtrends #H2H #TheH2HExperiment #BusinessStrategy
B2B CX - Strategy & Business Alignment Originally posted here with our full version: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/ Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business…
How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Today’s business customers expect seamless, responsive, and value-rich interactions at…
What Can The Lord of the Rings Teach Us About Customer Experience (CX)? Turns out, a lot more than you’d think! From Gandalf’s role as a trusted advisor to Frodo’s unpredictable journey (hello, customer journey mapping!), The Lord of the Rings is packed with powerful lessons for creating epic customer experiences. - Want to build a fellowship of loyal customers? - Turn complaints into growth opportunities (without facing a cave troll)? - Guide your customers like Gandalf guided Frodo? I’ve been a fan of epic fantasy since I was a teenager, and I couldn’t resist bringing a little Middle-earth magic into my latest article. So, if you love learning CX lessons through movies (and enjoy a little adventure along the way), this one’s for you! What’s the biggest CX lesson you’ve learned from an unexpected source? Share it in the comments! #CustomerExperience #CX #TheLordoftheRings #CustomerJourney #BusinessStrategy #Storytelling #H2H #TheH2HExperiment