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Engendering a risk-taking culture

Business philosophers, book writers, keynote speakers, and basically anybody with an opinion on the subject will say that one key to success for an organization is to foster and encourage creativity and curiosity.  That’s surely a good start, but where the rubber really meets the road and awesome things start happening is when members of [...]

By |2020-08-29T19:42:57+00:00May 5th, 2020|Consulting, CX Culture, CX Thoughts, Leadership|Comments Off on Engendering a risk-taking culture

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
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