The new book is out! Pick it up here!
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 [...]
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 [...]
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 [...]
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 [...]
I was recently speaking with a friend who’s a Chief Customer Officer. She was in good spirits but nonetheless was lamenting a bit about her colleagues: “It’s like I feel I have to defend my existence sometimes,” she said. Oh, boy, have I been there. My career has included time within PMOs, BPM/BPI organizations, and [...]
The world of work out there these days is simply weird. With unemployment clearly and dramatically impacted by the choices made in response to the whole Covid-19 mess, and yet the economy going gangbusters, it’s hard to understand if things are good or bad sometimes. Lots of organizations are looking to hire, and especially in [...]
LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think, and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. There are insights into specific tactical issues, organizational concepts and approaches, strategic thought leadership, and much more. Given [...]
Let’s start today with a couple of anecdotal experiences: Anecdote 1: It seems every time I pay in cash (who does that?), this happens: The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them. This means that, to put the change away, I [...]
I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. […]
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 [...]
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