Delivering preferred, memorable customer experiences

Back in 2007, the Harvard Business Review published Understanding the Customer Experience, describing it as “the subjective response customers have to direct or indirect contact with a company.” While many other definitions have been offered since then, in the end, customer experience (CX) is really the sum of all experiences a customer has with a […]

Data parallels from 9/11 to the COVID-19 pandemic

With the Centers for Disease Control and Prevention (CDC) recently forming the Center for Forecasting and Outbreak Analytics to advance public health decision-making, I am once again struck by data parallels between our pandemic environment and shortly after 9/11. Before discussing those similarities, I commend the CDC for its leadership in establishing the new Center, […]

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