You Can’t Improve Customer Service With Disconnected Systems. But How To Connect Them?

Robin Smith, Co-founder of Virtual Logistics

Systems Integration: Not Sexy, But Very Important One of the biggest barriers companies face trying to improve customer experience is the challenge of systems integration. All the wonderful tools we have now to help us do more effective marketing need to share data …Continue Reading →

Can Improving Customer Experience Be This Easy?

Bernard Rosauer, author of "Three Bell Curves"

Bernard Rosauer spent about 20 years working in commercial insurance, so he’s watched a lot of companies fail. He’s concluded that the biggest cause of failure is delivering a poor customer experience. And that is often the result of a …Continue Reading →

If You Are Struggling to Improve Customer Experience in a Large Organization, Check Out This Podcast!

Lorraine Schumacher, Director of Marketing Transformation ( & previously of Customer Service Strategy & Planning) at Verizon

How To Sell Senior Executives on Customer Experience Improvement More from the CXPA Insight Exchange on today’s episode, including an interview with Lorraine Schumacher, Director of Marketing Transformation (previously the Director of Customer Service Strategy & Planning) at Verizon. She’s taken …Continue Reading →

Win Raving Fans Even If You’re Losing Games: How the Arizona Diamondbacks Create Great Customer Experiences

I wrote this on my way back from the CXPA’s Insight Exchange in San Diego. Rarely have I found myself typing so many notes during an inspirational keynote speech. But Derrick Hall, CEO of the Arizona Diamondbacks baseball team was …Continue Reading →

Is It Possible To Put the Service Back in Public Service? This Woman Thinks So

True confession: My first career was as a lobbyist. For the banking industry, no less! One thing I discovered is that most civil servants, especially those at mid-to-entry levels, really want to do what is best for the public. (As …Continue Reading →

Winning Advice To Win Back Customers

Johnny Russo, Director, Ecommerce & Digital Marketing, Bentley Leathers

Imagine walking into a new job, leading the e-commerce operation of a retailer that hasn’t been doing a great job with its online customers, right before Christmas. Yikes! That’s the situation Johnny Russo found himself in last Christmas. Johnny stayed calm …Continue Reading →

15) An Insider’s View of Change Management & Quality Improvement

Brian Penzone, Manufacturing Supervisor at Lake Shore Cryotronics, transformed his job from firefighting to continuous improvement

No time for the full episode? Here’s the highlights version: Get your FREE Transcript Now! Like many people who get promoted into management, Brian Penzone didn’t have any experience leading a team of front-line workers on the manufacturing floor. But …Continue Reading →

How Design Thinking Can Help Improve Customer Service

customer service cartoon

Sara Mesing’s article, Service Design: Internal Processes for Great Customer Experiences, in User Experience magazine, points out that the same principles that go into product design can help companies “design” customer service that is so great people will want to talk about it. …Continue Reading →