The new book is out!  Pick it up here!

First steps toward showing ROI

On several occasions I’ve had the opportunity to share an anecdote about a leader who once, in exasperation during a conversation I was having with him about Customer-centricity sort of threw up his hands a bit and exclaimed, “well, Z, we could just give every Customer a Ferrari, then they’d be happy.”  Without missing a [...]

By |2020-08-29T19:41:20+00:00April 28th, 2020|CX Thoughts, Leadership, Measures & Metrics, ROI of CX|Comments Off on First steps toward showing ROI

Hiring your CX Team

One of the most fulfilling things I’ve ever done as a leader was build a team.  Whether I’m actively looking or get a random call from a recruiter, usually the most intriguing potential aspect of a job is getting to hire people for a team.  I’ve learned a lot of lessons over the years about [...]

By |2020-08-29T19:41:08+00:00April 24th, 2020|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on Hiring your CX Team
Go to Top