Sep 21, 2021

Why Diversity Matters in Customer Experience

By Dan Gingiss • Issue #21 • View online

Shonnah Hughes is the Global Product Growth and Innovation Evangelist at Momentive AI. She is also a diversity and inclusion strategist in the CX space with a reputation for driving innovation and growth for future success. Dan and Shonnah discuss why discussions on diversity and inclusion shouldn’t be limited to the Human Resources department, but also considered a key component of a well-rounded customer experience strategy…

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Articles

D2C Offers Both Challenges And Opportunities, But Retail Has Changed Forever

Direct-to-consumer (D2C) is clearly an area that is taking off seriously in 2021 and the pandemic only partially explains why.

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How To Boost Your B2B Sales Like A Bull

Are you looking to boost your b2b sales like a bull? Read the detailed guide about how to boost your B2B sales shared by industry experts.

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New Book Releases

The Experience Maker | Dan Gingiss

Don’t miss out on this new Amazon bestseller! Grab a copy for yourself and your team to find the customer experience inspiration you’ve been seeking! (Sept. 14)

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I'll Be Back | Shep Hyken

This business book includes the must-have tools, tactics and strategies you need to get your customers to say, “I’ll be back!” (Sept. 21)

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Make Someone’s Day | Howard H. Prager

The most powerful words someone can say to you are “You made my day!” You haven’t just done an act of kindness. You have done something, at the right time and in the right way, that’s the most powerful tool for inspiring your colleagues, staff, friends and even strangers. (Sept. 21)

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Videos

Getting Out of Your Customer's Way with Guest Rich Dorfman

The Future of Health and Customer Experience with Christophe Jauquet

Events

Customer Service Revolution | Oct 5-6 in Cleveland

Don’t miss the Top-Rated Customer Service Conference in North America this October! If you work in customer service, customer experience, or even marketing, you should definitely attend! Plus, you get to see Dan keynote on the main stage.

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CX Impact Summit by GetFeedback | Nov 4 Virtual

Learn. Deliver. Influence. A virtual live event. Join me and my friends Shep Hyken and Shonna Hughes as we break down some of the critical challenges businesses are facing with their CX programs.

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Podcasts

Making Your Customer Experience Remarkable | EngageMint

This episode of Flip the Switch features Customer Experience Coach, Keynote Speaker and Author Dan Gingiss. Dan’s latest book, “The Experience Maker,” features his “WISE” framework and stories from 20 years of experience working with brands, including McDonald’s, Discover and Humana.

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The Experience This! Show

Experience This! is back with fresh episodes and tons of new customer experience stories and key takeaways for your business. Listen here, on your favorite podcast app, or just ask Alexa to “play the Experience This! podcast.”

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CX Job Opening!

Strategist--Customer-Experience

Check out this job opportunity at Bath Fitter. It’s a great company with terrific leadership that is committed to the customer experience.

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Masterclass

The Experience Maker Masterclass 4Q Registrations Begin Soon

Don’t miss your chance to dive deep into my proprietary CX methodology and begin applying it to your own business. In six weeks you get six pre-recorded classes and six live discussion sessions where you can get feedback from me and your CX peers. Learn more and schedule a meeting to see if you are a good fit for the program!

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By Dan Gingiss

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