There are hundreds (thousands?) of business conferences each year, and you have limited travel budget. How do you decide which events are worth going to? I use three questions to make that decision: How likely am I to learn something new or see useful content I can’t get anywhere else? How likely am I to … Read more
Five events I’m spending my own time/money to attend in the 1H2019
Use Journey Maps to Jumpstart Your Employee Experience Efforts
Humans are wired to hear and remember stories, so a journey map helps leaders understand and empathize with employees in a way survey data never will.
Podcast: CX Luminaries Series
Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in the Luminaries of CX series. The conversation includes how Burns started her career in the CX space and what the future hold for the customer experience industry.
You Can’t Have Great Customer Experience Without Great Employee Experience
Companies are investing millions to improve customer experience (CX). But there’s usually one problem – HR is rarely part of the conversation.
Better CX is like eating healthy and exercising. It’s not enough to want it.
Culture change programs are hard to get going, and in most cases the change doesn’t stick. They’re about as likely to succeed as the pledge you made to “eat healthy and exercise” back January. Here’s why it’s so hard – and what you can do make CX change go deeper and last longer. People can’t … Read more
Culture is central to customer experience. But what exactly is it?
You know that culture is the key to great customer experience (CX). But what do we mean when we talk about culture? Here’s my definition: Culture is made up of a group’s shared assumptions about the nature of the world and how to succeed in it. People use these assumptions to decide what’s going on … Read more
Trust Is A Must For A Customer-Centric Culture
Business leaders are knee-deep in planning season. One question keeps coming up over and over again: “With all the things we could do to improve CX in 2018, what should be top priority?”
Improving CX Starts With A Trip Into The Unconscious
If your company wants to be a leader in customer experience (CX), few things will impact your ability to get there more than culture. It’s critical, and it’s also one of the hardest things to change.
What It Really Means To Make Customers “Happy”
Emotion was a hot topic at all three of the conferences I went to last week (Shoptalk, IBM Amplify, and Adobe Digital Marketing Summit). I’m thrilled that companies are starting to think about, and measure, how they make customers feel. But emotions are only one piece of the puzzle. Noted psychologist Martin Seligman says it takes more … Read more
Cultivating Civility
This post originally appeared in the 2017 CX Outlook, a free e-book curated by Kerry Bodine & Co. and Swedish design firm Doberman. Other thought leaders who contributed include Josh Bernoff, author of Writing Without Bullshit, Ingrid Lindberg former chief customer officer at Cigna turned CX consultant, and musician Dave Carroll of United Breaks Guitars fame. Download the full e-book … Read more
