The new book is out!  Pick it up here!

Are your Customers the goal…Or just part of the machine?

We sometimes have an officious way of dealing with our Customers, almost as though they’re the problem that we have to deal with.  As Customers ourselves, we witness this all the time, and surely as CX professionals and leaders we’re also more aware of it when we see it.  It’s interesting, then, that it ever [...]

By |2020-08-27T14:39:48+00:00August 27th, 2020|CX Thoughts|Comments Off on Are your Customers the goal…Or just part of the machine?

Building a Customer-centric culture

Here is the final post in a series about building a world-class CX program in your organization.  I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it into action with your Process Engineering program here.  Now it’s on [...]

By |2020-08-19T14:54:33+00:00August 19th, 2020|CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Building a Customer-centric culture

Do something! Process Engineering in your CX program

This is part three of a four-part series of posts about the components of a world-class CX function.  I began last week with an overview of the structure.  Since then I’ve posted on CX strategic alignment and your Voice of the Customer program.  We come now to the action part of this series of articles [...]

By |2020-10-26T18:40:46+00:00August 17th, 2020|CX Strategy, CX Thoughts, Process Engineering|Comments Off on Do something! Process Engineering in your CX program

Another webinar coming up, this time for the EANE

I'm honored to be invited to participate in the Employers Association of the NorthEast's WOW (Webinars on Wednesday) program. Check me out coming up next week on how to identify Waste in your day.  And check out the other offerings in this series while you're at it:  

By |2020-08-17T16:37:34+00:00August 17th, 2020|Consulting, Leadership, Sightings|Comments Off on Another webinar coming up, this time for the EANE

Human touch or not? Today’s CXQODT

Sometimes I'm too literal, but Jeremy asks if we can deliver good CX without human interaction. Well, your insights have to come from somewhere! https://twitter.com/NicholasZeisler/status/1295392687441326080

By |2020-08-29T00:23:20+00:00August 17th, 2020|CXQOTD|Comments Off on Human touch or not? Today’s CXQODT

Voice of the Customer basics

This is part two of a series of posts on the four components of a good CX system.  I introduced the concept here and my first post, on CX strategic alignment, is here.  Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks [...]

By |2020-10-26T18:40:20+00:00August 14th, 2020|CX Strategy, CX Thoughts, VoC|Comments Off on Voice of the Customer basics
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