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CX Journey™ Musings: Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

CX Journey™ Musings: Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot...
CX Journey™ Musings: The New Purpose of a Business – One Year Later

CX Journey™ Musings: The New Purpose of a Business – One Year Later

Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today. Last...