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Blog: CX Innovation

Recent Posts

From clunkers to chic: Defining value through the customer lens

This is part of a series on defining value in a post-Covid world. Check out the original post by my colleague, Paul Ignasinski. A few months ago, after my son wrecked our family car, I set out to...

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Here’s how retailers are shifting from surviving to thriving in a new normal

Retail has been altered in ways large and small since the COVID-19 pandemic began 16 months ago. Businesses had to quickly adapt and find new ways to connect to their customers while maintaining...

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4 CX changes to prepare for as the public sector embraces the cloud

Customer experiences have transformed seemingly overnight, with enhanced digital tools and technology, work-from-home operations, and empowered customers. These changes, while led by private...

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How the Pandemic Has Reshaped CX Value

Customer experience is fluid. Social factors, environments, and technology shape people’s expectations and the interactions they expect from the brands they shop with. As a part of the CX Pod’s...

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Embrace Generational Diversity in the Workplace

For the first time in history, there are 5 distinct generations currently in the workplace. People in their 70s mingle with those just old enough to buy lottery tickets. From fresh-faced digital...

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Uncovering CX Value – One Drone at a Time

Last Christmas, my son Emerson received his first drone as a gift from his grandparents. He was so excited and couldn’t wait to get out and use it - but unfortunately, despite many attempts,...

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What’s Next in the Retail Customer Experience?

Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX...

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How to Reinvent the Citizen Experience: Turn COVID-19 Quick Fixes into Real Change

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...

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How to Create a Differentiation: Customer Service vs. Customer Experience

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial...

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For Federal Government Agencies, A New CX Mandate

Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...

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