Anchalee Hasty
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From ME to WE – driving a team culture for better customer experience
Having worked in a few companies and having gone through mergers both large and small, I have experienced a variety
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Using Business Driver Data to be more Proactive with CX
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside
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Leading the Change for Customer Experience
There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply
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Four Steps to Driving Customer Experience in an Organisation
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
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Net Promoter Score – Stop Obsessing Over the Score
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over
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Closed Loop Feedback Empowers the Frontline
TLDR: What is closed-loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
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The Customer Experience Glossary – Part 1
Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help
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Driving Customer Advocacy with Co-creation
Most companies now understand the value of being customer centric and are focusing efforts on improving and developing programs designed
