• 5 Survival Tips for Contact Centre Leaders

      Leading a contact centre is a tough job. When you’re not dealing with unexpected call volumes and unexplained system outages, you’re doing your best to motivate and inspire a multitude of different personalities all while trying to hit a variety of targets. Having worked with many different contact centres, I’ve learned a
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  • Thank You

      A few weeks ago, Canada, the US, some of the Caribbean islands and Liberia celebrated Thanksgiving. Originally celebrated as a day of giving thanks for the blessing of the harvest and of the preceding year, it is a day when families come together and humbly count their blessings. We
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  • 5 Tips For Improved Customer Experience in 2017

      Today I'm pleased to share a post by small business journalist, Charlie Wilson.   The marketplace is constantly changing. New trends emerge every other week. With the rise of social media, anything has the potential to go viral - from epic customer experience fails or a funny picture to
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  • Lean and Customer Experience

      A few years ago, I completed an MBA at Melbourne Business School (MBS). As a member of their alumni community, I am often invited to events that are held to further graduates’ knowledge and understanding of specific topics. So when I was recently invited to a presentation titled “Operations
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  • 5 Customer-Centric Attributes To Look For In Your Next Employer

      This post originally appeared on Glance Networks' blog in July, 2015.   I don’t think I’m going out on on too much of a limb when I say that everyone wants to help customers achieve their goals. We want to be customer-centric. It makes us feel good when a
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  • CX Professionals: Why We Do What We Do

      This post originally appeared on the CXPA Blog on November 10, 2016. Ben Motteram (BM), Ian Golding (IG) and Karl Sharicz (KS) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, (CXPA) and each possessing the passion and the
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  • Communicating Price Increases

      We are all customers of someone. No one can get through life without buying something. Being a customer and a customer experience consultant provides a rich source of material from which to draw the occasional blog post. And it was an email I received yesterday that has inspired today’s.
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  • The Uphill Challenges of CX

      Today's post has been provided by Karl Sharicz, CCXP, the Founder and Principal of CX Partners and ex-boardmember of the Customer Experience Professionals Association (CXPA).   On the cover of the November 2016 issue of Harvard Business Review (HBR) in pink uppercase lettering is the headline “WHAT KEEPS CEOs UP
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  • Ways to measure your CX… without having to hire a consultant

    Today’s post is a joint collaboration between myself and Annette Franz. Annette is a recognised customer experience thought leader and board member of the Customer Experience Professionals Association. It was a pleasure and an honour to write with her. There are three main components of any good CX strategy: An understanding of where the
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  • ITIL and CX (Part 2 of 2)

      In my previous post, I outlined the history of ITIL, the first four of its guiding principles and how they relate to customer experience. This post contains the final five principles and how they link to the management of CX. The first four principles of ITIL are: - Focus on
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