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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!

All I Want For Christmas Is… Customer Understanding

All I Want For Christmas Is… Customer Understanding

That’s not too much to ask from Santa, is it?! Well, good thing Santa has a little helper elf to set you on the path to achieving customer understanding. Customer understanding is the cornerstone of customer-centricity. You cannot design a customer-centric business without bringing the customer, and especially your understanding of customer needs, pain points, problems to solve, and jobs to be done – into your day-to-day operations.

Reducing Customer – and Employee – Effort with Automation

Reducing Customer – and Employee – Effort with Automation

I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am sharing some of the content created by my fellow event speakers and offered on the CCW website. If you’re planning to attend, I’ve also included my code for a 20% discount!

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