Voice of Experts

Voice of Experts is a one-stop repository of industry insights and thought pieces written by CX and EX industry experts themselves. LitmusWorld intends to bring the entire CX community under one umbrella and aid in re-defining the meaning of successful CX initiatives.

Michael Hinshaw: The Importance of Human-Centric Design in Digital Transformation Michael Hinshaw: The Importance of Human-Centric Design in Digital Transformation - At heart, digital transformation is about preparing a business for the future, with the help of technology. But technology is just a tool. The magic happens when you focus on the people who will be using it. That's why digital transformation starts with people.
Michael Hinshaw Michael Hinshaw: 6 Ways Business and IT Can Partner to Drive Next-Level Experiences - As CX becomes an end-to-end concern and technology and data become ever more critical elements of successful CX, IT plays an increasingly vital role in shaping decisions across the enterprise.
Colin Shaw Colin Shaw: The 5 Rules of Measuring & Managing Customer Emotions [Podcast & Article] - VOICE OF EXPERTS The 5 Rules of Measuring & Managing Customer Emotions When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined […]
Jim Tincher Jim Tincher: 12 Big CX Ideas From Do B2B Better - VOICE OF EXPERTS 12 Big CX Ideas From Do B2B Better Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, and speaker. His innovative CX consultancy, Heart of the Customer, helps companies of all sizes drive customer-focused change to improve loyalty and boost revenue, and his […]
Maurice FitzGerald: The One Problem we Need to Solve - VOICE OF EXPERTS The One Problem we Need to Solve Maurice FitzGerald, is VP Customer Experience HP and HPE Software (rtd.) author, founder Maurice FitzGerald Consulting, Editor in Chief – Content – OCX Cognition Inc. Maurice is the author of Net Promoter – Implement the System, and two other books […]
Dan Gingiss Dan Gingiss: Being Responsive To Customers Is The Secret To Loyalty - VOICE OF EXPERTS Being Responsive To Customers Is The Secret To Loyalty Dan Gingiss is an international keynote speaker who believes that a remarkable customer experience can be your best marketing. Are you being responsive to customers? If not, you are risking long-term customer loyalty. In my book, The Experience Maker: […]
Adam Toporek Adam Toporek [video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Adam Toporek is a CX thought leader, author, and keynote speaker.
Jim Tincher Jim Tincher [video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Jim Tincher, CCXP, is a customer experience expert, author, and speaker. 
Megan Burns Megan Burns [Video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Megan Burns is a CX strategist, author and keynote speaker.
Chip Bell Chip Bell [video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Chip Bell is a renowned keynote speaker, CX author and consultant in customer loyalty.
Jeannie Walters Jeannie Walters [video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Jeannie Walters, CCXP, is a speaker, blogger, and the Founder/CEO of Experience Investigators™ by 360Connext.
Nate Brown Nate Brown [video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Nate Brown is the Chief Experience Officer at Officium Labs.
Karyn Furstman Karyn Furstman [video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Karyn Furstman, CCXP, VP CX Strategy & Solutions at Designit, a Wipro Company.
Steven Van Belleghem Steven Van Belleghem [video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Steven Van Belleghem is a keynote speaker, author, and entrepreneur.
Ian Golding Ian Golding [video] - VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Ian Golding, CCXP, is a CX consultant, speaker, and blogger.
Customer Service After COVID-19 Steve DiGioia: A Return to Customer Service After COVID-19 - VOICE OF EXPERTS A Return to Customer Service After COVID-19 Everyone handles situations differently – what’s important to one may not be important to another. But at the same time, and during the “COVID era”, some go about their days as if nothing has changed. Example: Has-been musicians pontificate while […]
Build Your CX Success Statement Jeannie Walters: Want Greater CX Success? Build Your CX Success Statement - VOICE OF EXPERTS Want Greater CX Success? Build Your CX Success Statement What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” Sure, this sounds nice… But when you really think about it, it doesn’t really say much, does it? […]
The Customer Experience and COVID David Beaumont: The Customer Experience and COVID-19 - VOICE OF EXPERTS The Customer Experience and COVID I have heard the saying, “If you’re not changing you’re not growing”. I have related that quote to the fact that I as a person need to try and be on the move to learning new things, looking at different perspectives and […]
Jim Tincher Jim Tincher: Tomorrow Came Early – How COVID Has Spurred Digital Transformation in CX - VOICE OF EXPERTS Tomorrow Came Early – How COVID Has Spurred Digital Transformation in CX You’d be hard pressed to find some facet of our lives that hasn’t been impacted by the coronavirus pandemic. How we socialize, work, shop, dine, travel, educate our children – none of those activities are […]
The Return of the Village Chip Bell: The Return of the Village - VOICE OF EXPERTS The Return of the Village Stepback is the name of a small recreated village a few miles from my home.  Roger Pierce, a master carpenter, rancher, and jack-of-all-trades, turned 100+ acres into a circa 1920s community with rustic homes, guest cabins, six wells, three active springs, and […]
Ian Golding: Customer 1st Aid – The Importance of Empathy in Driving Sustainable Growth - VOICE OF EXPERTS Customer 1st Aid: The Importance of Empathy in Driving Sustainable Growth No one needs to be told that the world is in crisis right now – at times like this, it is not necessary for the obvious to be stated. Our health, our economies, our planet – […]
The Upside of Better Customer Experience in a Down Economy Michael Hinshaw: The Upside of Better Customer Experience in a Down Economy - VOICE OF EXPERTS The Upside of Better Customer Experience in a Down Economy No matter where you live, there’s not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations—it feels like much is out of our control. […]
Empathy 2.0 Karyn Furstman: From Survive to Thrive with Elevated CX - VOICE OF EXPERTS Take Your Business from Survive to Thrive with an Elevated CX In a time of crisis, a brand’s customer experience becomes the most valuable asset it has. It not only offers customers the stability and reliability they need, it also offers them the opportunity for human connection, […]
The Future of Work Ingrid Lindberg: The Future of Work #EXdrivesCX - VOICE OF EXPERTS The Future of Work If you’ve been hanging out with us for any amount of time, you know what we believe: Real-life practice beats theory every time. #EXdrivesCX. No Culture, No Customer. #CXandLove go hand in hand. And our newest belief, one that’s always been core to what […]
Steven van Belleghem Steven Van Belleghem: The Core Message of ‘The Offer You Can’t Refuse’ - VOICE OF EXPERTS The Core Message of ‘The Offer You Can’t Refuse’ A few weeks ago my fifth management book, The Offer You Can’t Refuse, was released. It is positive story about the future of customer experience. As you know it is my passion to share stories about the future […]
Colin Shaw Colin Shaw: Why The Intensity of Customer Emotions is Crucial to Your Brand and Customer Loyalty - VOICE OF EXPERTS Why The Intensity of Customer Emotions is Crucial to Your Brand and Customer Loyalty Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer […]
Ingrid Lindberg Ingrid Lindberg: STOP asking your employees if they want to go back to the office - VOICE OF EXPERTS STOP asking your employees if they want to go back to the office It’s day 4,658,456 of the COVID pandemic.  Not sure about you, but that’s the way I feel some days.  The flip side of it is that we’ve been doing a ton of great work helping people […]
Greg Savage Greg Savage: Recruitment Is Not Tinder. This Is Why. - VOICE OF EXPERTS Recruitment Is Not Tinder. And This Is Why. Technology and lack of skill are driving plenty of recruiters to treat recruitment like a dating app. Swipe left. Swipe right. Transactional, keyword matching, resume spamming, recruiting drones take heed. (Please). This is what will differentiate the winners from […]
Jill Christensen Jill Christensen: 6 Ways To Turn Around Employee Turnover - VOICE OF EXPERTS 6 Ways To Turn Around Employee Turnover Although many organizations are experiencing strong revenue growth, thanks to a strong global economy, they are suffering because employees are leaving in droves.  Why is this happening?  By the end of 2020, 50% of the workforce will be made up […]
Jim Tincher Jim Tincher: Why 1 in 4 of you will Lose Your Job in 2020 - VOICE OF EXPERTS Why 1 in 4 of You Will Lose Your Job in 2020 Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of the business, and it’s unlikely she sees a direct link between your survey scores and the measurements she follows. […]
Steve DiGioia Steve DiGioia: The 9 Best Ways To Win Back An Upset Customer - VOICE OF EXPERTS The 9 Best Ways To Win Back An Upset Customer Many CX Practitioners have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships […]
Jeanne Bliss Jeanne Bliss: How to Advance & Elevate the Chief Customer Officer Role - VOICE OF EXPERTS Years One Through Four: How to Advance and Elevate the Chief Customer Officer Role As the Chief Customer Officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. This […]
Shep Hyken Shep Hyken’s Ways To Create An Amazing CX In 2020 - VOICE OF EXPERTS 20 Ways To Create An Amazing Customer Experience In 2020 With all the focus on how technology—including AI, data, personalization and more—can drive better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways […]
Alex Allwood Alex Allwood: Here’s Why Customer Empathy is Important in Customer Experience Management - VOICE OF EXPERTS Why Customer Empathy is Important in Customer Experience Management For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to operationalise improvements, reorganising teams to work in new […]
Small Gestures Anand Bhatia: Small Gestures Create the Right Experiences - VOICE OF EXPERTS Small Gestures – Creating the right experience As a Consumer Behaviourist, I inhabit the world of ‘Small Data’. I often find myself asking the questions: why do consumers behave so? And the bigger triggers that impact consumer behaviour are the smaller gestures which the consumer has experienced. […]
Jeanne Bliss Jeanne Bliss: 7 Tips & Resources for CCOs & C-Suite CX Leaders - VOICE OF EXPERTS 7 Tips and Resources for CCOs and C-Suite Customer Experience Leaders “Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of […]
Dr. Vidya Priya Rao Dr. Vidya Priya Rao: Building Customer Intimacy at Scale - VOICE OF EXPERTS Building Customer Intimacy at Scale: Transforming Customer Experience for Long-Term Play The fastest-growing companies that are dominating and winning the market today — like Apple, Amazon, FedEx, Google, Netflix, Verizon, Warby Parker — all have one thing in common: their ability to deliver not just a reliable […]
Shep Hyken Shep Hyken: 5 Ways To Eliminate Customer Service Friction - VOICE OF EXPERTS Five Ways To Eliminate Customer Service Friction It’s been a while since I talked about the concepts of friction and convenience in customer service. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with companies that make it […]
Emotional Dimension to Customer Experience Subir Bhatnagar: Emotional Dimension to Customer Experience - VOICE OF EXPERTS Emotional Dimension to Customer Experience CX initiatives are not just about implementation! To understand if your CX initiative is hitting the nail, organisations need to analyse the 3 core dimensions of CX: Effectiveness, Ease and Emotion. Broadly put, here’s what they mean: Effectiveness – Customers get value […]
Ignoring Your Customer Drains Them David Beaumont: Ignoring Your Customer Drains Them - VOICE OF EXPERTS Ignoring your customer can be emotionally draining Recently, my wife and I were at a carry out food establishment. We had never been to this particular establishment before. When we walked through the door, everyone behind the counter seemed to be working, getting orders together, preparing the […]
May the CX Force be with you! Ramesh Natarajan: May the Force be with you! - VOICE OF EXPERTS May the Force be with you! What is the most powerful force sweeping organizations today? Consumer Engagement. Call it a CX platform or CEM for convenience sake, that is what enables customer engagement. What that really is, is a continuous loop of consumer co-created business improvements led […]
What Creates Your Next USP? Amit S. Chakarpani: What creates your next USP? - VOICE OF EXPERTS What creates your next USP? A simple answer – ‘Customer-First’ culture! Consumers today have infinite choices in terms of products and services, instant access to information and minimal to zero commitment toward brands. These attributes coupled with the ability to often share one-off or biased feedback on […]
Dr. Himanshu Dutt Dr. Himanshu Dutt: If only they knew what their customers know - VOICE OF EXPERTS If only they knew what their customers know There are no good or bad products; just the experiences. Good or bad – these experiences are a part of our daily lives. These experiences are a sum total of the stimuli around us and our ability to let […]
Kumar Rajagopalan Kumar Rajagopalan: The Experience Imperative – Retail is dynamic, are you? - VOICE OF EXPERTS The experience imperative – Retail is dynamic, are you? Kumar Rajagopalan is the Chief Executive Officer of Retailers Association of India. Retail in India is becoming increasingly competitive. The country’s retail growth potential is attracting local, regional, national and international players to create new and improved retail […]
Customer Experience in eCommerce Nivesh Jain: Top CX Trends for 2019 – Customer Experience in E-commerce - VOICE OF EXPERTS Top CX Trends for 2019 – Customer Experience in E-commerce Guest Blog by Nivesh Jain, an award-winning digital marketing leader Customer Experience (CX) often has a far-reaching impact on sales, irrespective of the nature of your business. In the context of e-commerce, this impact assumably quadruples and […]