The new book is out! Pick it up here!
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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I've been busy this week teaching summer session at the US Air Force Academy so haven't been posting here. But I have found the time to respond to a bunch of CX Questions of the Day: Monday, Jeremy was asking about Journey Mapping: https://twitter.com/NicholasZeisler/status/1275139506824515592 Then, Tuesday, Neal Topf popped in to sub for Jeremy with a [...]
https://twitter.com/NicholasZeisler/status/1267506577969254400
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