Build An ROX Dashboard The Executive Team Will Love

October 04, 2022 | By: Jess Pischel

The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates. To build an ROX dashboard the executive team will… Read Full Article


September 26, 2022 | By: John DiJulius

This is probably the most frequent question I have heard business leaders ask over the past two years: Where have all the workers gone, and how can I attract and keep them? Nearly every industry is struggling with finding enough workers to run fully staffed. For so many the pandemic was a professional awakening, causing… Read Full Article

What Is Quiet Quitting And What Are 3 Ways To Reduce It?

September 20, 2022 | By: Jess Pischel

The pandemic changed the way much of America works. After two long years of remote work, a significant percentage of the employees who haven’t joined the great resignation bandwagon are disengaged and reluctant to go beyond their regular work hours and duties–a response is known as “Quiet Quitting.” Exactly what is Quiet Quitting and what… Read Full Article

“Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession

September 12, 2022 | By: John DiJulius

Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first? The good news is, companies can choose to be part of… Read Full Article

The 5 Biggest Regrets About Customer Experience That CEOs Have On Their Deathbed

September 06, 2022 | By: John DiJulius

There is irrefutable evidence that the best customer experience brands from every industry outperform their competitors and the stock market by a significant margin, in any economy—yet often there are regrets about the customer experience that CEOs have on their deathbed, having been caught up in the short-term artificial gains. When profits are the sole… Read Full Article