The Experience Economy, written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago. Today, it’s widely considered part of “CX Canon,” named one of the […]

CX Training Takes a Cross-Functional Team. There’s a reason we use the term “it takes a village” when referring to educating children. Learning is an ongoing process that requires more than one point of input or opinion. We’d never send our 5-year-old child to one class with one teacher and declare their education over. We […]

Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?”  Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a great speaker is on […]

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions, 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX […]

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.” The idea behind a true Voice of the Customer program is to consistently, reliably […]

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1. Emotions drive decisions for learners and customers alike. Emotions are driving our decisions, and usually more than we believe they are. According to Harvard Professor, Gerald Zaltman, 95 […]

Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” I ask you to greet these well-meaning mantras with appropriate suspicion. For one, a quick […]

I’m weirdly excited about this year. 2020 – a year of vision! (See what I did there?) This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course. We’re also going to execute big strategies based on big plans in our […]

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on […]