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Customer-Centered Employee Engagement: Your CX-EX Connector

Think about customer engagement as an effect, not a cause. Work on employee engagement and customer engagement will follow. But I don’t mean any sort …

Lighting the Way: Rethinking CX Leadership

Leadership is not for the faint of heart, and there are clear distinctions between management and leadership. The former is vital and, thankfully, relatively teachable. …

Brand Advocacy: The Strategic Importance of Customer Marketing

Customer marketing is underrated. Its goal is brand advocacy and that is the result of all your investments in CX. Yet, it’s often marginalized or …

My Oracle Journey: 5 Tips to Navigate the Volatile Tech Industry

Oracle is the 12th biggest technology company in the world, with a market cap of over $300 billion. When I joined the company in 1998, …
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