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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 [...]
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, [...]
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 [...]
If you’re looking for a reason not to use NPS as your top-line CX metric, I’ve got one for you: Depending on your business and/or your business model, it’s just plain dumb. […]
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 [...]
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 [...]
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. […]
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 [...]
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 [...]
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