by Colin Shaw | Jan 15, 2021 | Blogs
As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want,...
by Colin Shaw | Jan 8, 2021 | Blogs
It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide...
by Colin Shaw | Jan 5, 2021 | Blogs
We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or...
by Colin Shaw | Dec 28, 2020 | Blogs
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of...
by Colin Shaw | Dec 19, 2020 | Blogs
I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out...
