American Airlines Creating Wi-Fi Friction
The implications of making changes to what used to be an easy, frictionless customer experience.
#CXSecrets: Keeping a CX Mindset
PeopleMetrics Founder & CEO Sean McDade explains the importance of thinking like a high-end hospitality organization - even if...
Introducing #CXSecrets with Sean McDade
Sean McDade introduces CX Secrets, a video series featuring exclusive bonus materials from his book, Listen or Die!
NIST 800-171 is Looming Large for Higher Education Institutions: Thoughts on How to Defuse a Ticking Time Bomb
Higher education institutions can leverage existing data systems & forward-thinking audit services to prepare for NIST 800-171...
How Customer Centricity Is Changing Pharmaceutical Customer Experience
Pharmaceutical companies are shifting toward customer centricity to better serve patients and improve customer experience.
6 Best Practices for Managing Volunteer Experience Programs for the Nonprofit Sector
How the principles of Customer Experience Management can be leveraged in the nonprofit sector.
CEMs vs. CRMs (And Why You Need Both)
Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right? Not quite.
Are You There, Company? It's Me, Your Customer.
You're running a successful VoC program. But do your customers know that you’re actually listening to them?
My Pleasant Pomegranate Purchasing Experience
I am one of the biggest pomegranate promoters there is, let me tell you about my recent pomegranate purchasing customer experience.