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Not Your Father’s Comcast

Not Your Father’s Comcast

I was invited to participate in Comcast’s CX Innovation Day on Monday, November 4. The event’s purpose was to put a spotlight on CX innovation, specifically at Comcast. Comcast is doing some great things! They are not the same company that you remember from 5+ years ago. If Comcast can reinvent itself, you and your business can, too!

What Exactly is Employee Experience?

What Exactly is Employee Experience?

What exactly is employee experience? And why is it important? I define it and share some stats on why it’s so important to put your employees more first!

CX Journey™ Musings: Hiring for Culture Fit

CX Journey™ Musings: Hiring for Culture Fit

In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal – about the “dangers of hiring for culture fit.” They cited that hiring for culture fit destroys things like diversity, creativity, and innovation. In this post, I share my thoughts on this topic.

Customer-Centric Culture Means Employees First

Customer-Centric Culture Means Employees First

At the end of the day, your business focus has to be on the people who drive your business—both employees and customers (and vendors, partners, etc.). There can be no customer-centric culture without focusing on your employees first. So, really, it’s all about the people; perhaps to simplify this we should just refer to it as a people-centric culture.

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