Biographical Information

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.

Architectural CRM

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.