Agent has no idea what he is doing. How about not using agent Marquez at a counter for special issues???!!!

To be absolutely clear - I mean the music blasting at us from overhead while taxying. It’s #sensory #stress added to the stress of #airtravel americanair

Best Response To Customer Feedback? Hint: It’s Not “Sorry” forr.com/2J6a35E via Forrester

Are you an #airline #CX team trying to get better at making the #businesscase for CX? Read Tom Mouhsian 's new ground breaking report. forrester.com/go?objectid=RE… JetBlue UNITEDAIRLINES Southwest Airlines americanair Lufthansa

Forrester's Guide To Paying Ransomware (yes, sometimes you should pay!) forrester.com/go?objectid=RE… … via Forrester Josh Zelonis @trevorlyness

A successful #CX program needs both revolutionary and evolutionary change. #CXNYC Maxie Schmidt

From main stage to deep dive: Fascinating afternoon discussing the power of values-driven customers + employees, mapping how brands demonstrate values, and learning lessons from TOMS and Patagonia #CXNYC

Mr S. (?) who manned the gate of #LH6339 / OS0131 at 15:10 from Vienna to FRA today was such a delight. Absolutely made my day. #cx Lufthansa Austrian Airlines

Customer Effort? Measure More Than "How Much" forrester.com/go?objectid=RE… via Forrester

Check out my latest article: Customer Effort: How To Measure It Right linkedin.com/pulse/customer… via LinkedIn

New report alert: How to measure your customer journey performance. Joana van den Brink and I just published it.

45% of companies use #NPS to gauge #CX success (recent Forr survey). Do you have the Right CX #beaconmetric? Use the interactive tool in my new report to find out forrester.com/go?objectid=RE… via Forrester

Offering me “free #personaldevice #entertainment” sounds like a #taunt if you don’t offer #plugpoints to #charge those personal devices. #UA1251 United Airlines

EX Measurement Best Practices: What Are The Right Metrics And Data Sources? forr.com/2I3igFD via Forrester

Carmine Muscariello from Bouygues Telecom explains how he cleverly brought #CX closer to the source: when he took on CX, he asked to report to #IT! #unstuck #CXEurope Forrester

And @samsternjones ends us on a high note with his research on #PEAK #Employee that shows how to prepare and enable employees through constant change. #EX #CX #CXEurope Forrester

“Budget” Hotels don’t have to have Budget #CX Wyndham Garden Hotel. My view from my room door. In both directions. Where is the elevator???!!! How much is an elevator sign? Should we all take up a collection??!!

Giving to NRDC 🌎🏡 helps fuel some of the hardest hitting court cases and campaigns in defense of our environment: on.nrdc.org/2E64d0y

RIP Wunderlist. Microsoft ruined you. Not because Todo app is bad but because it’s behind MS’s fickle sign-on

Thank you, Jackie ;-)