CX Blog
Why Your Managers Are Too Busy To Lead – Marc Haine
Why Your Managers Are Too Busy To Lead - Marc HaineCustomer experience in hospitality is often considered as service, a set of defined touch-points and KPIs. In CX Chat 023, Martin Henley and hospitality strategist Mark Haine argue that it is more than that: CX in...
Why Consistency Beats Perfection in Customer Experience – Shep Hyken
Stop Chasing Perfection: Why Consistency Beats Amazement - Shep HykenIn this CX Chat episode, Martin Henley speaks with Shep Hyken, Hall of Fame speaker, bestselling author, and Chief Amazement Officer, about what truly creates outstanding customer experience. The...
From Obstacle Course To Frictionless Experience – Prof. Hany Mokhtar
From obstacle course to frictionless experience - hany mohktarIn CX Chat 021, Martin Henley speaks with the CX Master, Professor Hany Mokhtar, about a provocative idea: the customer journey should not be a journey at all. For too many businesses, the customer journey...
Stop Targeting, Start Listening:The Future Of Digital Marketing – Bartira Pontes
Stop Targeting, Start Listening:The Future Of Digital Marketing - Bartira PontesIn CX Chat 020, Martin Henley is joined by digital media expert, entrepreneur, teacher and founder of BRP Media in São Paulo: Bartira Pontes, for a thoughtful exploration of customer...
