CX Journey

JANUARY 2, 2019

How do we show ROI? How do we show ROI? The #CX Perception Gap There’s this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." Customer service is one of those interactions. We have a crisis in leadership. How do we measure it?

2018 37

2018 2005 2019 ROI 37

Natalie Petouhof

MARCH 6, 2017

I’m excited because it will be an interactive summit, grounded in concrete ideas, science and real-world applications, not just theory. and in 2015 received the United Nations Foundation Global Leadership Award, among other recognitions, for his work with underserved individuals around the world. Will I See You There?

Culture 40

Culture Competitive Advantage 2015 2012 40

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: How would you have described the company culture at 1-800-GOT-JUNK when you were part of the leadership team? It needs to then become the leadership team and then it needs to become the mid-level managers and then it needs to become the frontline staff. So it’s the job of the leadership team.

Culture 60

Culture 2003 ROI Leadership 60