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A Call for Representation in Customer Experience

We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America

Improve Your Voice of the Customer Program: Focus on These 3 Things

My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” The first screen I saw, behind the receptionist,

Service Blueprinting and the Next Normal

How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make

5 Ways to Connect the Learner’s Journey to the Employee Journey

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their

How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers

Getting Decision-Makers to Approve New Customer Experience Initiatives Has Rarely Been Easy Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be

How to Revise Employee Experience for Social Distancing

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect

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How to Build & Maintain Customer Trust During Covid-19

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has

Why Offering Virtual Learning is Crucial, But Not Enough

Customer Experience is Multifaceted Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers have with your brand, built on every interaction and emotion along the way. It’s

Keeping a Customer-Centric Culture During Social Distancing

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams

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What Your Customer Experience Team Needs Now

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get

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A Call for Representation in Customer Experience

Improve Your Voice of the Customer Program: Focus on These 3 Things

5 Ways to Connect the Learner’s Journey to the Employee Journey

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