Cesar PennaA glimpse into the future of CX: Detailing Change Empowerment (Part 2 / 2)(This is a continuation of a previous article: Autonomous Liberty)Apr 25, 2019Apr 25, 2019
Cesar PennaStart Small, but why?Learn about how people frame and prioritize tasks and how you can leverage these insights to achieve more.Sep 21, 2017Sep 21, 2017
Cesar PennaA glimpse into the future of CX: Autonomous Liberty (Part 1 / 2)Forrester’s research about self-service shows what we all suspected: there is a growing thirst for it. Self-service should be available…Aug 17, 2016Aug 17, 2016
Cesar PennaI am hiring self-motivated upsellersI am sorry, but that is fucked up.Aug 1, 2016Aug 1, 2016
Cesar PennaWHEN SHOULD YOU INTRODUCE NOVELTY? LEARN A NEW FRAMEWORK TO IMPROVE YOUR DECISION MAKING PROCESSImagine some stairs with infinite steps.Aug 1, 2016Aug 1, 2016
Cesar PennaIT ISN’T FAIR TO EXPECT FAIRNESS: A Dilemma of Two Dogs and One BoneI am the fortunate father of two dogs. Yes, I want to be fair with them, we all do. So, I decide to give them a bone, how can I do it…Apr 15, 2016Apr 15, 2016
Cesar PennaAvoid Misleading ObjectivesLearn with the GPS navigator how to optimize your Customer Experience for the real deal.Mar 15, 2016Mar 15, 2016
Cesar PennaWhy customer experience can be CRUEL with someNot even a 3.5 million dollar instrument can overcome such a cruelty.Mar 10, 2016Mar 10, 2016