Derek Bildfell
Mastering CX Delivery: Lessons from Patagonia and the Ritz-Carlton
In the realm of customer experience (CX), the delivery of exceptional service plays a pivotal role in satisfying and retaining customers....
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Derek Bildfell
- Jan 27, 2022
- 3 min
CX Design: Understanding Customer Needs and Human-Centric Features
As humans we are drawn to appealing designs. Looking to improve design is a simple way to drive success in any business. ‘Design’, in...
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Derek Bildfell
- Jan 26, 2022
- 3 min
The Power of Customer Journey Mapping: Enhancing Customer Experiences
In today's highly competitive business landscape, delivering exceptional customer experiences is essential for sustainable growth. To...
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Derek Bildfell
- Jan 25, 2022
- 2 min
Unveiling the Power of Customer Understanding: The Art of Storytelling
In today's competitive business landscape, understanding customers is key to success. By diving deep into their needs, desires, and...
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Derek Bildfell
- Jan 24, 2022
- 3 min
Crafting a Winning CX Strategy: Unlocking Customer Satisfaction and Business Success
Victor Frankl, an Auschwitz concentration camp survivor, learned that if people have a compelling ‘Why’ they can overcome any ‘How’. This...
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Derek Bildfell
- Jan 22, 2022
- 2 min
Driving CX Success: Strategies for Implementing Improvements in the Workplace
This week our main focus was on how to carry out CX improvement strategies in a workplace. This is crucial to understand because it...
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Derek Bildfell
- Jan 21, 2022
- 3 min
Deciphering the Distinctions: Customer Service, Customer Experience, and CX Management
In the realm of business, providing exceptional customer experiences has become a pivotal factor in driving success and fostering...
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Derek Bildfell
- Jan 20, 2022
- 2 min
From Design to Delivery: Unleashing Phenomenal CX with Seamless Channel Integration
This week we were delving deeply into delivery. We spent a lot of time understanding what we want to do, understanding the customers,...
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Derek Bildfell
- Jan 19, 2022
- 2 min
Unleashing the Potential of Customer Experience Design: Surprising Insights and Strategies
What is so surprising about understanding the design discipline with respect to customer experience design? It turns out people discover...
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Derek Bildfell
- Jan 18, 2022
- 2 min
Mastering Customer Understanding: Enhancing Design and Delivery of Customer Experience
What could be easier than understanding our customers - that’s who we talk to and serve every day! Unfortunately, we do this so often...
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Derek Bildfell
- Jan 17, 2022
- 2 min
Unleashing the Power of CX Leadership: Engaging and Inspiring Success Across the Organization
In the words of Victor Frankl, those who have a compelling ‘Why’ can overcome any ‘How’. As a CX Leader, you are likely charged with...
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Derek Bildfell
- Jan 16, 2022
- 2 min
Unveiling the Power of Perception: A Guide for Customer Experience Professionals
What does this mean to customer experience professionals? We need to provide a simple path for our organizations to follow. This human...
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Derek Bildfell
- Jan 15, 2022
- 1 min
Unlocking Sustainable Growth: The Power of Customer Experience Improvement as a Corporate Strategy
Customer experience improvement as a corporate strategy offers the ability to drive sustainable long term financial improvement to your...
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Derek Bildfell
- Jan 14, 2022
- 1 min
2020 IN REFLECTION
We believe reflection is a great teacher and motivator. In that vein, we would like to share these reflections with the people who helped...
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Derek Bildfell
- Jan 13, 2022
- 1 min
Why Customer Experience Now
I am sure we will all agree that “2020” will be a year for the history books! We have experienced some unprecedented events which will...
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Derek Bildfell
- Jan 12, 2022
- 6 min
How does the pandemic affect your personas and journey maps?
Virtually EVERY organization has been affected by the pandemic. Whether struggling or thriving, we've all had to re-examine how to offer...
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Derek Bildfell
- Jan 11, 2022
- 2 min
NPS Score doesn't matter, it's how you use it that counts!
#NPS remains the most popular measure of customer loyalty and engagement across almost all industries. As a pioneer implementer of the...
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Experience Management
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