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Just stop with the KPIs already

Okay, so this is going to be controversial.  Scandalous, even.  But I’m going to come right out and say it: Please stop with the KPIs.  Just quit it already. Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why:  Because you’re not getting anything out [...]

Keeping up with your professional network

One of the things that makes being an independent consultant different from work ‘on the inside’ is that doing things like keeping up with LinkedIn and other ‘work-related’ social networks is actually part of the job.  While it may seem a luxury to be able to find cool stuff here or find out about promotions [...]

By |2021-06-16T15:42:31+00:00June 16th, 2021|Consulting, Leadership|0 Comments

Agile and CX: Embracing Change

This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline.  I introduced the series here, and parts one, two, and three are here, here, and here.  In this article, I’ll dive into the concept of embracing change.  Specifically, the Manifesto highlights this aspect of [...]

By |2021-06-10T19:23:33+00:00June 10th, 2021|Agile and CX, CX Strategy, CX Thoughts|0 Comments

CX and Agile: Collaboration over negotiation

This is the third in a series of four articles about applying the concepts of Agile and Scrum to Customer Experience.  I introduce the concept here, and parts one and two are here and here, respectively.  In this installment, we’ll consider the value that considers Customer collaboration to be more important than contract negotiation. […]

By |2021-06-08T15:05:21+00:00June 8th, 2021|Agile and CX, CX Strategy, CX Thoughts|0 Comments
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