The new book is out!  Pick it up here!

For CX, Where is not as important as What and Why

Where a CX function is located within a company is a frequent discussion topic among CXers.  I’ve been thinking about this recently and, while obviously each company is unique and every situation different, it occurs to me that where a CX function resides isn’t nearly as important as is what it’s chartered to do. But [...]

By |2021-03-30T15:13:13+00:00March 30th, 2021|CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on For CX, Where is not as important as What and Why

Quantitative versus Qualitative

I just got off the phone with a colleague and we were having a conversation about data.  He brought up some good questions and points and so I figured I’d jot a few of them down here before they went right out of my head again. The gist of the discussion was the difference between [...]

By |2021-03-23T15:05:44+00:00March 23rd, 2021|CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on Quantitative versus Qualitative

It’s the little things

I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes about my own experiences with something like, “Well, now, this wasn’t a huge deal, but…” or, “Of course, it’s not the end of the world, but…”  I see many other CX leaders do the [...]

By |2021-03-15T15:36:05+00:00March 15th, 2021|CX Culture, CX Strategy, CX Thoughts|Comments Off on It’s the little things

Half-measures and full-measures

I used to work out at a gym that had a bothersome, but almost comedic tendency:  Whenever a piece of equipment broke down, someone would diligently and swiftly mark it with an “Out of Order” sign.  The particular machine would usually sit like that (broken, that is) for weeks on end.  Now, part of this [...]

By |2021-03-11T15:27:41+00:00March 11th, 2021|CX Strategy, CX Thoughts|Comments Off on Half-measures and full-measures

Don’t confuse your system with reality

Improving our processes is hard work.  There’s a lot of research and thinking that goes into the exercise of getting better at what we do.  Add to that the complexities and politics of change management—especially if your organization is large and/or well-established—and it can be daunting for sure.  People spend careers refining their approach to [...]

By |2021-03-08T16:26:03+00:00March 8th, 2021|Consulting, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Don’t confuse your system with reality

Don’t let your most valuable resource go

I’m blessed to have been recruited to work in the field of Customer Experience.  I came to the practice of CX via Process Engineering (Lean Six Sigma, or LSS).  Using PE to better our CX is an incredibly fulfilling use of a legacy approach to improving what we do.  Years ago, before I was involved [...]

By |2021-03-01T16:33:25+00:00March 1st, 2021|CX Strategy, CX Thoughts, Leadership, Process Engineering|Comments Off on Don’t let your most valuable resource go
Go to Top