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Stop building CX departments and build influence instead

by Jerry Seufert and Karl Sharicz Over the years in many quarters, it has become an article of...

For all the many accomplishments in the customer experience world by its dedicated and creative...

Posted by David Wales | Mar 28, 2023 | Needs & Empathy |

My career in CX began unintentionally when I tried to answer what seemed a simple question: Why...

Following a recent visit to Disney World to do customer experience observations, I was greeted by...

Posted by David Wales | Mar 26, 2023 | Purpose & Attitude |

At first glance this may seem a matter of semantics but, as is often the case, terminology...