How to Plan a CX Budget
Now is the time that many companies are embarking on their 2024 budget planning process, so we thought we'd weigh in on things to consider when budgeting for your company's customer experience (CX)...
Blog Posts of Ben Holland
How To Lead A CX Team By Listening First, Failing Fast, And Proving Value
We sat down with Lee Kemp, the Vice President of Customer Experience at Veritiv, an accomplished CX executive with a diverse background and a passion for driving positive change. In this...
Balancing Speed, Quality, and Cost for CX Success
In this interview, we sat down with Joel Sylvester, the Chief Client Officer at Five Star Call Centers, to uncover the key insights and strategies that have propelled his remarkable career. From his...
How To Pick A Customer Experience Research Company
Understanding and enhancing the interactions between businesses and their customers is a crucial aspect of improving customer experience (CX). Insights gained from CX research help identify customer...
Journey Mapping And Winning The Customer Hero Award
In this interview, Simona Barcău, Vice President of Customer Success at Cority, shares her remarkable journey to becoming a Customer Success Executive, her unique strategies for success, and the...
Three Pillar CX Framework and proving ROI
We had the privilege of sitting down with Karyn Furstman, a seasoned customer experience (CX) professional and Principal at Customers Furst. With a long and distinguished career in the field of CX,...
Top Qualities for a Customer Experience Professional
Customer Experience (CX) professionals play a crucial role in any business. They are the architects behind unforgettable customer journeys, ensuring every interaction leaves a positive and lasting...
How to foster collaboration as A CX Consultant
In this interview, Michelle Spaul, a Customer Experience (CX) Consultant at Delta Swan, takes us on a journey through her fascinating path to becoming a CX consultant. She offers valuable advice...
How To Figure Out Why B2B Customers Leave
Gaining a deep understanding of customer churn in B2B businesses is essential for fostering sustainable growth and ensuring profitability. Businesses can tackle the challenges head-on by identifying...
Navigating the CX Journey: Insights from Cisco's CX Executive
We had the pleasure of speaking with Andrew Carothers, the Digital Customer Experience Leader at Cisco. With a remarkable career spanning marketing, communications, and customer support, Andrew...