A question of culture: assimilate or die?
Time to look at culture from an employee’s point of view A couple of years ago, I attended a evening of talks at China Exchange, a charity based in London’s Chinatown whose mission it is…
Category: Career
What if customers want more than excellent service?
This interview follows on from my recent interview – Customer experience doesn’t stop – Interview with Richie Manu – and is number 364 in the series of interviews with…
What does being CXSA-certified involve?
Co-founder and CXSA Chief Knowledge & Innovation Officer, Hassan Mohammad explains CXSA’s approach to certification and some of the certification opportunities available. To register your…
“Companies might cease to exist without customer experience in the future.” Navigating CX with Hussein Dajani (Video Series)
Over the course of his career Digital and Customer Experience Transformation Leader Hussein Dajani has achieved great career growth and corporate success by combining astute…
How to become a butterfly – thriving in a VUCA world
Have you seen the movie Selma? It’s about the American Civil Rights Movement’s defining march from Selma, Alabama to the state’s capital, Montgomery in 1965. I…
Reconstructing the concept of feedback and difficult conversations
I think I have finally found a way to transform the difficult aspects of giving and receiving feedback. It would really help to get rid…
5 lessons from climbing a mountain
Two weeks ago I climbed Mount Snowdon to raise funds for a local school. At 1,085m it’s the highest mountain in England and Wales. It’s…
Who should I hire first on my cx team?
Although Customer Experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in…
CX skills builder: How to articulate your CX value & secure your budget
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That…
CX Skills Builder: you may have a CX job & not know it.
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer…