The new book is out!  Pick it up here!

Let’s ask better questions

With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Customers’ feedback in a variety of formats.  I’ve seen some pretty amazing uses of this new world of business analytics and high-level number-crunching.  The way some software out there [...]

By |2021-09-09T12:45:59+00:00September 1st, 2021|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on Let’s ask better questions

Rethinking the ROI of CX

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals.  As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time:  How do you define the ROI?  How do you sell [...]

By |2021-08-17T16:09:15+00:00August 17th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, ROI of CX|Comments Off on Rethinking the ROI of CX

Set your CCO up with authority

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX.  Her frustration, I surmised, was rooted mostly in a lack of support from her CEO, who, although her heart was in the right place, [...]

By |2021-08-11T15:40:20+00:00August 11th, 2021|Consulting, CX Strategy, CX Thoughts, Leadership|Comments Off on Set your CCO up with authority

Are we conversing?

I spent the last three weeks on Reserve status with the Air Force. It’s an exercise I anticipate and enjoy every year, but it inevitably gobbles up a lot of my time when it rolls around. As such, I’ve been a more passive observer on LinkedIn, Customer Think, CXPA, Twitter, and other forums in which [...]

By |2021-08-04T18:52:42+00:00August 4th, 2021|Consulting, CX Strategy, CX Thoughts, Leadership|Comments Off on Are we conversing?

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?

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
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