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WFH: Do I Have to Cancel My Journey Mapping Workshops?
Another question that has been posed regularly over the last couple of weeks is, “Should we cancel our journey mapping workshops?” or “Is it possible to conduct journey mapping workshops virtually?”
CX Teams: Who, What, Where, How Many, and How Much?
Questions that surface often, especially as the customer experience discipline and profession become more widely “accepted” or established in organizations around the globe are: “What does a customer experience team look like? What roles comprise the team? Where does the customer experience team sit? Who does it report to?”
Employee Experience: 8 Ways Leaders Must Lead Differently
In today’s post, I share details of the Employee Experience Gap, why the gap exists, and how leaders must lead differently in order to put employees more first.
Business: It’s All About the Customer
In today’s post, I share an open letter – a plea of sorts – to all CEOs. A plea to put the people first. A plea to understand that without employees and without customers, you have no business. A plea to focus on the people.
Have You Experienced the Power of Business Games?
This week’s guest post is by Paul Laughlin. He shares his experience and lessons learned from participating in two days of business games.
11 Tips to Ensure You Achieve ROI from Your VoC Program
Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?
The Psychology of UX Design
At its core, user experience (UX) design is about what makes people tick. How does it differ from UI? From CX? What does it all mean? And why is it important?
The Benefits of a Customer-Centric Culture
According to Deloitte, customer-centric businesses are 60% more profitable than their product-focused counterparts. That sounds pretty compelling! What are some of the other benefits? Read on to find out…
Employee Experience – Good for Employees, Good for Business
In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must have in place is a happy and engaged workforce that is well cared for by business leaders at all levels.
Digital Schmigital
Digital and the use of the term “digital transformation” has become laughable. A catch-all. The latest cure for a terminal disease. A euphemism. Read on to find out why I think this.