The new book is out! Pick it up here!
I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations. He said, “Some people say, ‘Sure, well you’re [...]
There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible: a history of use of a platform or programming language that’s longer than the language’s existence in the first place. There’s even been a mocking job posting put up with a cascade of [...]
There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding. One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these [...]
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Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it into action with your Process Engineering program here. Now it’s on [...]
I'm honored to be invited to participate in the Employers Association of the NorthEast's WOW (Webinars on Wednesday) program. Check me out coming up next week on how to identify Waste in your day. And check out the other offerings in this series while you're at it:
Check out my episode of Nick Glimsdahl's podcast, Press 1 For Nick that we recorded a while back and went live this morning:
The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual impacts. Sometimes clichés are clichés because they’re right. One of those [...]
Reuters Events has published the replay of the webinar I moderated last week. It's the first one we've done with video (via Zoom) Check it out here:
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