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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 [...]

By |2021-06-30T14:56:25+00:00June 30th, 2021|CX Strategy, CX Thoughts, Leadership, Measures & Metrics, Process Engineering, ROI of CX, VoC|Comments Off on Just stop with the KPIs already

Is fear affecting your decision making?

Way back when I decided to leave active duty I took a friend, a fellow captain, to the informational meeting held by Cameron Brooks, the placement company that went on to help me land my first post-military civilian job. We had each been in the Air Force for about a decade, and I think he [...]

By |2021-06-22T15:35:32+00:00June 22nd, 2021|Consulting, CX Strategy, Leadership|Comments Off on Is fear affecting your decision making?

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|Comments Off on Keeping up with your professional network

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|Comments Off on Agile and CX: Embracing Change

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|Comments Off on CX and Agile: Collaboration over negotiation

Agile and CX: Working software over documentation

This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience.  I introduced the concept here, and part one is here.  Let’s jump right in to the second value, as articulated in the Agile Manifesto and associate a few Agile principles along [...]

By |2021-06-03T15:52:34+00:00June 3rd, 2021|Agile and CX, CX Strategy, CX Thoughts|Comments Off on Agile and CX: Working software over documentation

Agile and CX: Prioritizing People over process

This is the first in a four-part series of articles about Agile/Scrum and how we as CX practitioners and leaders can integrate the approach and theories of Agile Project Management in our work.  I’m framing the series by way of highlighting Agile’s four values as enumerated in the Agile Manifesto and also integrating what are called [...]

By |2021-05-27T16:29:20+00:00May 27th, 2021|Agile and CX, CX Strategy, CX Thoughts|Comments Off on Agile and CX: Prioritizing People over process

Agile and CX

One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy.  I wasn’t formally trained as an educator but learned at the knee of some wonderful academicians and thought-leaders in the field.  One thing that I took to right away was analogizing, or [...]

By |2021-05-25T15:35:08+00:00May 25th, 2021|Agile and CX, CX Strategy, CX Thoughts|Comments Off on Agile and CX

Regulation as a CX opportunity

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others.  In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time.  I love working [...]

By |2021-05-18T15:24:18+00:00May 18th, 2021|Consulting, CX Strategy, CX Thoughts|Comments Off on Regulation as a CX opportunity

Is NPS right for you?

Does NPS make sense for you? Let’s try this thought experiment:  Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, personal in nature.  Naturally, all plastic surgery is by definition personal, but I mean that your specialty is the sort of thing that people…just don’t talk [...]

By |2021-05-11T14:42:43+00:00May 11th, 2021|CX Strategy, CX Thoughts, VoC|Comments Off on Is NPS right for you?
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