Gary MarraRethinking Silos: Optimizing Organizational Structure for Better CXIn the world of customer experience (CX), we often hear the rallying cry to “break down the silos!” While this advice comes from a good…Aug 14Aug 14
Gary MarraEnhancing Experiences: What’s in a Name?Enhancing Experiences: “What’s in a Name?”Aug 7Aug 7
Gary MarraUnderstanding Experience Management (XM): How Customers Talk About Their ExperiencesWhen it comes to online reviews, it’s easy to get lost between the extremes of glowing 5-star ratings and scathing 1-star critiques. It…Jul 9Jul 9
Gary MarraThe Bottom Line on EX: Driving ProfitabilityLet’s get to the bottom of the connection between Customer Experience (CX) and Employee Experience (EX)…literally. Savvy organizations are…Jul 6Jul 6