Gerry Barber

Blueprints guide the construction process when building a structure. Building a high-performing customer experience (CX) strategy is no different. The building process starts with a solid foundation. This article provides the foundational building blocks necessary to achieve high-performing CX. Employees need to feel heard. Transparency is important. BUILDING BLOCK #1: High-Performing CX Begins with Employee EX Focus on the employee experience (EX) first.

‘TIS THE SEASON for reflection. There is something about the end of a year that gives us pause to look back and assess our successes and challenges. Contact Center Pipeline had a very good 2025. Navigating the challenges of a contact center can be perplexing. I am proud of and appreciate the hard work of our Pipeline staff and writers. They break down the tough operational and technological issues to help us offer the best customer and staffing experiences we can.

Blueprints guide the construction process when building a structure. Building a high-performing customer experience (CX) strategy is no different. The building process starts with a solid foundation. This article provides the foundational building blocks necessary to achieve high-performing CX. Employees need to feel heard. Transparency is important. BUILDING BLOCK #1: High-Performing CX Begins with Employee EX Focus on the employee experience (EX) first.