Next Wednesday is Christmas, so this will be my last #WordNerdWednesday of 2024. To wrap up (pun totally intended!), I put together a compilation of the 5 most popular words/posts this year. Here’s a quick summary. To read the original posts go to: https://megan-burns.com/category/blog/word-nerd-wednesday/best-of-2024/ Did any of these (or any other WNW post) resonate particularly … Read more
Word Nerd Wednesday – COMPILATION
Word Nerd Wednesday – AGENTIC
I learned a new word recently – “agentic.” It came up during the launch of Salesforce’s new “Agent Force” platform Dreamforce 2024, which experts referred to as an example of “agentic AI.” When I tried to look up “agentic” in the dictionary, though, I found nothing. Words have to be fairly common to make it … Read more
Word Nerd Wednesday – TENSION
Is there any such thing as good tension? Most uses of the word are negative – there was tension in the room, my back is really tense. But tension isn’t always bad. Avoiding it can cause bigger problem. This was the core idea of a recent HBR article that’s worth reading. It’s about what makes … Read more
Word Nerd Wednesday – WATERMELON
#WordNerdWednesday I had never heard the term “watermelon” in a CX context until recently. Someone at the CXPA Leaders Advance conference used it to describe CX metrics – watermelon metrics look green at the top level but red as soon as you peek below the surface. I loved that, and it made me think of … Read more
Word Nerd Wednesday – ROADBLOCK
I come from a long line of stubborn people. I love them dearly, but my family doesn’t like change and they don’t like being told what to do. Perhaps some of you out there can relate. 😉 This used to frustrate me to no end, but when I entered the corporate world I realized they’d done … Read more
Word Nerd Wednesday – RABBIT HOLE
#WordNerdWednesday What should we measure? Who owns CX? Which customers are most important? Questions like these have no one “right” answer, so they often trigger an endless debate that keeps CX teams from making progress. They are CX Rabbit Holes. I’m going to be sharing strategies I’ve used for getting out of CX rabbit holes, but … Read more
