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Insights to Take Your Customer Experience toThe Next Level

We live and breathe CX and want to teach you and your team to do the same! Check out Dan’s blog to stay up-to-date on customer experience news, trends, and best practices. Subscribe here for the latest news in your inbox.

Two women with dark brown hair chat at a table. Customer advocacy is when customers have such a great experience that they tell others about it - advocating for the brand.
Customer Experience

Customer Advocacy: An Untapped Asset

Customer advocacy is when customers help promote your business – either by referring their friends, or through word-of-mouth and online engagement. So how do businesses make it happen, and with…

Rhys Williams

5 min read

Small green leaves emerge from seedlings planted in soil.
Events

Sustainability at Events Leads to Innovation

There has been a noticeable shift in the events industry towards sustainability. As concerns about climate change and environmental impact continue to rise, event organizers and attendees are increasingly prioritizing…

Brian Sano

5 min read

Dan Gingiss stands in front of a colorful flowered wall pointing to a neon sign that reads BOLD. Event experience has become a core focus for planners.
Events

Events and Conferences Focus on Experience

People who attend events and conferences have long expected a memorable experience, featuring smart speeches and presentations, some nourishment, and networking opportunities with colleagues that could land them the next…

Dan Gingiss

5 min read

A woman sits at a laptop with digital icons floating around her to indicate the interaction of AI and customer experience.
Customer Experience

AI And Customer Experience: More Than Just Chatbots

AI and customer experience are already working hand-in-hand, and there's plenty more to come. In a world marked by vast uncertainties, one thing appears certain: artificial intelligence (AI) is destined…

Dan Gingiss

7 min read

A fraudster works at his computer. Fraud prevention and customer experience go hand in hand.
Customer Experience

How Fraud Prevention Enhances The Customer Experience

Fraud prevention and data security are of critical importance to both companies and customers, meaning they play a big role in the customer experience. And since a key factor in…

Dan Gingiss

7 min read

A person sits in front of two lighted options representing elevating positives vs. eliminating negatives. These are two methods to improve customer experience.
Customer Experience

2 Ways to Improve Customer Experience: Elevate Positives or Eliminate Negatives?

There are two popular yet contrasting philosophies when it comes to improving customer experience. Eliminating negatives focuses on identifying and removing pain points, areas of friction, and moments that cause customer…

Dan Gingiss

5 min read

Two arms that are arm wrestling with money on the table. Do you know who your competition is?
Customer Experience

Do You Know Who Your Competition In Business Really Is?

Who is your competition in business? It's probably not who you think it is. In the old days, your customers used to compare you to the local competition – the…

Dan Gingiss

7 min read

Dan Gingiss poses in front of a banner at Discover headquarters celebrating its first-ever J.D. Power Award win. In recent customer experience news, Capital One announced it is buying Discover Card.
Customer Experience

Customer Experience News: Airlines, Credit Cards, and Sam’s Club

There has been a lot of customer experience news in the past several weeks, and The Experience Maker is here to dissect it all for you. The Airlines Are At…

Dan Gingiss

5 min read

An image of a complicated network map. .
Customer Experience

Customer Experience Improvements To Focus On Today

Customer experience improvements are a never-ending process, at least until the experience is perfect (and no company’s is). So enjoy the journey, because there is no destination. Teaching employees to…

Dan Gingiss

3 min read

Marketing & Sales

The Future of The Sales Experience: From Transactions to Relationships

A significant transformation is underway in how businesses approach the sales experience. This change is more than mere tactics or technological advancements; it's about a fundamental shift in philosophy from…

Dan Gingiss

5 min read

Medallia CEO Joe Tyrell stands on stage with a big screen behind him that says "Welcome to Experience '24". AI and Human Collaboration was a key theme of the event.
Customer Experience

Key Takeaways from Medallia Experience 2024: How AI is Transforming Customer and Employee Experience

The Medallia Experience 2024 conference in Las Vegas brought together thought leaders and innovators from various industries to discuss the future of customer and employee experience. This year's conference emphasized…

Dan Gingiss

4 min read

A woman shopping in a store looking at a wall of coffee choices.
Customer Experience

What Corporate America Taught Me About Customer Experience

When I first started out in Corporate America, there was no such thing as customer experience. It wasn't something we were conscious of, and we definitely didn't track it. But…

Dan Gingiss

5 min read

BringThe Experience Maker™

To Your Next Event

Event planners love working with Dan because he’s easy to partner with and guaranteed to wow your audience. Audiences love him because his strategies are simple, actionable, and fun. Book Dan and give your attendees a keynote they’ll talk about long after the event.

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