Insights on CX

Welcome to Success Strategies: July 2024

In this edition, I examine the evolution of CX from both practical applications and historical perspectives and share how one client is expanding its understanding and execution of outstanding customer experience.

Exploring New Frontiers in CX Evolution

Practical Lessons in CX Leadership: An Interview with Kestly Miller of Wagner Equipment Co.

I had the pleasure of interviewing with Kestly Miller, the CX Manager at Wagner Equipment Co. We discussed the significant strides Wagner Equipment has made in enhancing its customer experience programs. Kestly detailed the challenges of implementing effective CX strategies and highlighted the importance of setting clear standards across an expansive operation. This interview provides a glimpse into how Wagner’s philosophy of “praising in public and correcting in private” has successfully uplifted its customer service standards, offering valuable lessons on applying CX principles in a large, growth-oriented company.

The Evolution of Customer Experience Through Economic Shifts

In my most recent video blog, I share how historical economic stages have fundamentally shaped customer experience (CX) strategies. From the agrarian era to the industrial service economy, this video examines the critical transitions influencing how businesses approach customer service and experience today. I analyze how major industrial players like Ford and Caterpillar have adapted their customer support networks to meet evolving consumer demands and technological advancements. This provides a rich historical context that expands our understanding of current CX strategies and their future implications.

What’s New from The Daniel Group

Our training programs continue to be well-received. We have programs for front-line employees, senior management teams, and those who run a CX program. If you want to learn more, click here.

We have two upcoming events scheduled:

• Program Leadership Training, October 8 & 9, 2024, in Charlotte, NC. Read more.
• Annual Client Conference in March 4 and 5, 2025 in Phoenix, AX. More information.

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