Blog & Resources

Conference

3 Big Themes from the Most Dedicated CX Experts in the World

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. I was there among them, wearing my CXPA volunteer ...
cx experts

Professional Speakers Have 3 Important CX Lessons for YOU!

What if the customer experience you had to deliver was all about YOU? What if the customer experience you delivered was a 20-minute speech? The National Speakers Association Winter Conference sought to be an experience, and to ask professional speakers ...
professional speakers

It's Time to Be Honest About the People in Your Experience

It's all about your people. And it's also about...your people. Several customer experience case studies confirmed this idea at Medallia's Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their ...

The Intentionality of Patient Empathy

Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These ...

Closing the Customer Experience Gap With Mobile

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer ...

Emotions are the Best Customer Metrics After All!

It's Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!) Jeannie Walters and Kathryn Churches   Today I was asked to share insights around emotional feedback, along with Kathryn Churches from ...

Key Insights from Next Generation Customer Experience: Day One

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, ...

Future Marketing: 3 Ways to Speak to Tomorrow's Customer

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show, the behemoth of tech conferences, in Las Vegas, Nevada. Many of the trends emerging, though not terribly surprising, ...

Stay Ahead with an Honest Exchange of Customer Experience Insight

I'm spending some time in hot and stormy Atlanta this week. It's the fourth annual Customer Experience Professionals Association Insight Exchange, where CX professionals from all sorts of industries come together to share stories, showcase best practices and in general ...

Customer Experience Conference Events to Make You a CX Leader

Hello, Everyone! Jeannie is prepping for travel to an intensive workshop with a client. So exciting! But the schedule is really tight, so I told her to take the morning off to get ready and commandeered the blog ;-) I ...

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