Customer Experience Archives - OmniTouch International

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Customer Experience

We Have a Quality Program. So Why Isn’t Quality Improving?

Customer Service Isn’t CX. But That’s Not the Point

That Won’t Work for Our Customers: A Common Mistake in Service Design

A person carefully painting a table outdoors before it is used

Customer Experience: Thoughtfulness Made Visible

Team Leaders participating in an OmniTouch training session with Daniel Ord in Shanghai.

The Team Leader Training Series for Contact Center & Service Teams

A brown and white cow grazing alone on a green hillside, used as a metaphor for visible customer value.

Where’s the Beef? A CX Lesson in Value

A squirrel leaping through the air, symbolizing courage and the will to take action.

Knowing Better Is Easy — Choosing Better Isn’t

A wooden bench beneath a canopy of evenly spaced trees in a landscaped garden.

Fourteen Editions, Fourteen Lessons from Beyond the Frame

Street sign for Rodeo Drive in Beverly Hills with palm trees in the background at sunset.

What a High-Pressure Finance Job Taught Me About CX

A man in a business suit walks across a wide black-and-white striped crosswalk, carrying a briefcase.

When Clothes Changed the Service

A painter examines a museum portrait closely with a magnifying glass, carrying an easel and paint palette, in Norman Rockwell’s humorous 1955 illustration “The Art Critic.”

How to Make Better Decisions: Stop Leading with Opinion

Historic black-and-white photo of a Volkswagen factory line, with multiple VW Beetles being assembled and workers inspecting and repairing the cars.

What Do You Make? (Hint: It’s Not the Customer Experience)

A whimsical illustration of the Princess from “The Princess and the Pea” sleeping on a tall stack of colorful mattresses, with a small pea visible underneath the bottom mattress.

Too Sensitive? A Service Lesson from The Princess & the Pea

A plate of German Spundekäs served with pretzel sticks and sliced onions at an outdoor table.

Similarities First: A CX Lesson from Around the World

How to Conduct A Customer Experience Mystery Shopper Program

Categories

Being Human (17)
Contact Center (49)
Craft of Training & Speaking (8)
Customer Service (15)
CX (42)
CX–Contact Center Bridge Series (9)
Featured (11)
Leadership (11)
Life at Work (18)
Mystery Shopper Research (14)
Team Leader (7)
Training (6)

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Being Human beyond the frame coaching communication skills Contact Center Contact Center Leadership contact center management contact center metrics Contact Center Operations contact center training Customer Experience Customer Experience Strategy customer experience training customer journeys customer perception Customer Research Customer Service cx leadership cx measurement CX Strategy cx training decision making empathy Employee Engagement Leadership leadership development learning and development Life at Work Metrics Mystery Shopper Research organizational culture Performance Standards Personal Growth professional development Professionalism Qualitative Research Quality Assurance quality management Service Culture service design Service Level service mindset Service Quality service standards Training

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