Go the Extra Mile with Good CX

August 7, 2017
Posted by: Joan Cassidy
A few weeks ago, I spent almost two hours waiting in line to pick up a rental car at Boston Logan. Two hours is a long time to wait for your turn at the counter. Unfortunately this was a repeat of my experience nine months earlier when I stood in that same line. When I expressed frustration, the staff deflected ...
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CX Day is October 5th… so what?

October 5, 2016
Posted by: Tristina Keith
To say that technology has disrupted the practice of customer experience (CX) management is an understatement. The advent of real-time software revolutionizes the way companies ...
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Bad Customer Experience. so what?

November 19, 2014
Posted by: Joan Cassidy
I broke up with my favorite retailer and I still haven’t gotten over it. To say the least, I had a bad customer experience. The ...
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CX Design: How to Move an Elephant

October 28, 2014
Posted by: Lara Berman
You’re tasked with leading the process for redesigning your company’s customer experience. so what?  You’re excited! You’re honored! You’re terrified! Getting a large organization to ...
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Highlights of the LRW Symposium

April 21, 2014
Posted by: Joan Cassidy
This year’s Client Symposium highlighting Customer Experience produced numerous insights we had to share. Some snapshots: Jon Masland, LRW’s Customer Experience practice leader kicked off ...
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Meet the Joneses. Your Customers Have.

April 1, 2014
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Posted by: Joan Cassidy
My son the college student returned home for spring break the other day, a large duffle bag of laundry in tow. He seemed taller to ...
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