In this week's CX Passport, The One Where the Brain Doesn't Lie, Dr. Laura Beavin-Yates draws a line. Real-time emotions are automatic. Unconscious. Happening in the brain whether you're aware of them or not. Feelings are something else entirely. They're what you consciously reflect on after the fact, filtered through whatever is happening in your life at that moment. "You can go ahead and do social media. ... We can create blogs. We can create what we call knowledge base articles ... but as...

Most companies think they're talking to their customers. They're not. They're talking at them. There's a difference. A big one. The FAQ page, the knowledge base, the social posts, the email campaigns ... those are broadcasts. Carefully packaged, one-directional, designed to answer questions before anyone asks them. Efficient. Scalable. And completely missing the point. Because no matter what you build, customers still want a human. They always have. The volume of resources you throw at them...

The Wrong Debate There’s a divide in most organizations. The people responsible for the numbers sit in one set of conversations. The people responsible for the customer sit in another. Both groups care about growth. Both groups want results. But they approach decisions from different starting points, and the gap becomes clear in how the business operates. In this week's CX Passport, The One With the CFO Who Thinks Like a Customer, Mohamed Isa brings a unique perspective to CX leaders... he’s...