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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 all the latest news, trends, and practices in CX!

customer service

customer on the counter waiting for her prescription meds to be dispensed
Customer Experience

CVS Built 100,000 Fake Customers. Here’s Why That Actually Proves Real Listening Still Wins.

The Problem With Asking a Fake Customer What a Real One Thinks Synthetic data has an origin story, and it starts with a $6.4 billion write-down. Thoma Bravo bought Medallia…

Dan Gingiss

5 min read

Customer Experience

Burger King’s President Took 86,000 Phone Calls.

And Then He Took Action on Customer Feedback. Tom Curtis, the president of Burger King, put his real phone number on TikTok and Instagram earlier this year and said one…

Dan Gingiss

5 min read

Two women look at a mobile phone. Customer experience speed is
Customer Experience

The Fastest Customer Experience Isn’t Always the Best One

For years, customer experience leaders have been chasing speed. Faster websites, faster apps, faster response times and faster resolution. The assumption has been simple: if we can make experiences faster,…

Tom Martin

5 min read

Employee Experience

Employee Engagement: Unlocking Team Potential

The hidden gap between what we measure and what actually drives results I have been noticing a pattern for quite a while now. Once you see it, you really cannot…

Dan Gingiss

5 min read

A gas station showing a price of $4.36 per gallon. Rising gas prices are an example of How Global Events Influence Customer Experience
Customer Experience

How Global Events Influence Customer Experience

The Companies That Win in a Crisis Are the Ones That Were Already Focused on CX Global events have a way of sneaking up on organizations. It could be a…

Dan Gingiss

5 min read

Consumer trust in AI
Customer Experience

Consumer Trust in AI: The Generational Reality Check

Artificial intelligence (AI) has become a staple of modern customer experience, but consumer trust is lagging behind. But new research from Metric Sherpa, in partnership with Sprinklr, reveals a significant…

Dan Gingiss

5 min read

reputation report
Customer Service

Reputation Is Critical Across Industries – Here Is How You Can Improve It

In today’s business landscape, your reputation is everything – and customers play a pivotal role in shaping it. In the digital age, where every review can make or break a…

Dan Gingiss

5 min read

tariffs
Customer Experience

Beyond the Price Tag: How Tariffs Impact the Customer Experience

When the topic of tariffs comes up, the conversation often centers on economics, politics, and international trade relationships. We’ll leave those discussions to the experts while we look at tariffs…

Dan Gingiss

5 min read

taxes
Customer Experience

5 Ways To Stop ‘Taxing’ Your Customers

It’s Tax Day in the United States, a day that causes dread for millions of Americans (at least those not receiving a hefty refund). But many consumers feel as though they are…

Dan Gingiss

5 min read

General Business

Amazon Increases Price of Prime Membership; Should You Care?

The price of Amazon Prime is going up again, and some people are mad about it. But not Amazon's most loyal customers, who will likely not notice or care. Why?…

Dan Gingiss

5 min read

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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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