A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Watermark founder Jon Picoult’s new book FROM IMPRESSED TO OBSESSED was featured as a top summer read by The Wall Street Journal.
Jon Picoult is quoted in this article about the sad state of customer service and the incivility it breeds.
Watermark founder Jon Picoult’s new book details the CX design techniques used by widely-admired insurers and other firms.
Denver’s 5280 Magazine interviewed Jon Picoult for this article about Frontier Airlines’ poor handling of pandemic-related flight cancellations.
Harvard Business Review interviewed Watermark founder Jon Picoult for this white paper about the critical role CFOs play in customer experience differentiation.
“Engagement hubs” are becoming buzzworthy, but how does this technology actually improve the customer experience? Jon Picoult offers his perspective.
Why are businesses subjecting customers to long, frustrating service wait times? Toronto’s 570 News Radio interviewed Watermark founder Jon Picoult to find out.
Authority Magazine interviewed Watermark founder Jon Picoult about the keys to customer experience excellence.
The quality of a company’s CX is a major factor in determining how well that organization can weather a downturn.
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