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Employee Experience – Good for Employees, Good for Business

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.

Let’s Talk About Putting the “Customer” in Customer Experience

Let’s Talk About Putting the “Customer” in Customer Experience

I’m honored that the customer experience community (and beyond) has embraced the book, and several people have invited me to be on their podcasts to talk about the book. I appreciate their help in getting the word out and letting me tell the story behind the book. In this post, I share a list of interviews I’ve done in the last couple months about the book. Hope you enjoy learning more about it!

Hot Topics for #CX Professionals in 2019 (and Beyond)

Hot Topics for #CX Professionals in 2019 (and Beyond)

As we wrap up the year and the decade, I’m jumping on the countdown bandwagon and sharing my top 19 posts of 2019. It seems that hot topics this past year were journey mapping, customer-centricity, employee experience, and culture… among others. I have no doubt that these will continue to be hot topics in 2020 and beyond!

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