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 […]
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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