Articles for Woody Driggs
Putting Purpose into Practice
Transform your contact center into a purpose-led powerhouse
In Relationships We Trust
Forge a deeper bond with stakeholders
Six Takeaways for Marketing Executives
View the customer experience as a continuing process.
The (Priceless) Value of Trust
Building customer relationships one insight, one interaction, and one experience at a time.
Putting Customers Before Politics
COOs struggle to navigate a siloed structure.
Building a Consistent Customer Experience
Focusing on employee engagement and culture will go a long way.
Your Customers Want You to Know Them
Consumers—at home and abroad—are demanding that companies address their needs.
Random Acts of Customer Kindness
Delivering a rewarding experience requires doing a lot of things well.
Serving Up Customer Delight
Embracing customer centricity isn't the same as delivering it.
Setting the Pace, Winning the Race
In the contest for customers, providing a high-quality experience is how you cross the finish line first.
The Year (and Decade) of the Tiger
Think you can translate your brand for the savvy Chinese shopper?
The True Drivers of Loyalty
The first mistake? Thinking that loyalty is all about improving customer satisfaction.
Making the Pivot
There's a new playing field in customer experience management.
Drawing a customer treatment blueprint will help businesses build their front and back strategies.
A Customer Resolve Mandate
There is no better time to retune marketing, sales, and service operations--it may influence customer loyalties later in the year.