by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog
Original Article by Jon Arnold I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Just to be...
by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog
Original Article by Valoir Incorporated Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive...
by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog
Original Article by Zeus Kerravala Customer experience (CX) has become the overwhelming top initiative for business leaders. CX is now the top brand differentiator; those that deliver an excellent CX thrive, while those that do not eventually fail. It outweighs the...
by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog
Original Article by Mila D’Antonio My path to a CX career started in 2001 at Peppers & Rogers Group. I joined the company seven years after founders Don Peppers and Martha Rogers PhD envisioned, evangelized, and popularized the concept of one-to-one...
by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog
Original Article by Jim Tincher Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift,...
