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CX Journey™ Musings: Which Comes First, Expectations or Performance?

CX Journey™ Musings: Which Comes First, Expectations or Performance?

A funny thing happened as I started writing this blog 10 years ago. In one of my earliest posts, Are You Delivering on Your Brand Promise, I cited an equation that I believe answers the question posed in the title. I wrote: Expectations – Performance =...
What Exactly is Employee Experience?

What Exactly is Employee Experience?

Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take...