Shane Goldberg | Guest Author on CX Central

Common Customer Experience Mistakes

May 23, 2018 Last Updated: February 3, 2020
Shane Goldberg

A refreshingly honest look at some common customer experience mistakes that serves as a good checklist to make sure you avoid them on your CX projects.

Using employee Feedback to improve the CX

Using Employee Feedback to improve your CX

May 10, 2017 Last Updated: March 10, 2020
Shane Goldberg

Forget customer surveys, learn how employee feedback from your frontline team can be used to identify customer experience improvement initiatives.

Why you should use caution with B2B online surveys

May 1, 2017 Last Updated: November 17, 2019
Shane Goldberg

While its admirable seeking feedback from companies you do business with, learn why you should use caution with conducting B2B online surveys.

2017 customer experience trends and why you should ignore them

Why you should forget the 2017 customer experience trends

January 17, 2017 Last Updated: December 29, 2019
Shane Goldberg

Forget the 2017 customer experience trends – focus on these 5 basics to drive real CX improvement in your business for sustainable success in ANY year.

Articles by Shane Goldberg

Common Customer Experience Mistakes

Using Employee Feedback to improve your CX

Why you should use caution with B2B online surveys

Why you should forget the 2017 customer experience trends

Why the AHT metric should be extinct

Best Practice Tips to Engage Call Centre Staff