by Andrew Bosko | Apr 20, 2021 | Uncategorized
Here are 5 Things You Probably Forgot Advice on initiating, launching, and perfecting CX strategy is everywhere. Everywhere. Problem is, it’s not all good or useful advice. Bigger problem: even the best advice might not get you where you need to go. You can have...
by Andrew Bosko | Apr 14, 2021 | Uncategorized
As countless North American brands are discovering (and rediscovering) these days, the post-pandemic path forward continues to be a bumpy one. Indeed, many “customer-centric” brands of the pre-2020 era are coming to the sobering realization that, in order to fully...
by Andrew Bosko | Mar 31, 2021 | Uncategorized
The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand. When brick-and-mortar retailers were forced close their...
by Andrew Bosko | Mar 24, 2021 | Uncategorized
How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer. When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX...
by Andrew Bosko | Mar 19, 2021 | Uncategorized
“It’s easy to set up a listening post on social media or another channel, but quite another to gather feedback, internalize it and put it toward transformative change.” When I first read that comment by Jennifer Passini, I had two immediate reactions: I disagreed...
