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Employee Experience – Good for Employees, Good for Business

Employee Experience – Good for Employees, Good for Business

I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019. In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must...
Let’s Talk About Putting the “Customer” in Customer Experience

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

One of my proudest accomplishments of 2019 (or ever) is writing and publishing my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). It was something I’d been wanting to do...
Hot Topics for #CX Professionals in 2019 (and Beyond)

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

I started the CX Journey™ blog in 2011, with a nervous twitch and an intense curiosity about who on earth would ever read what I write?! I’m thankful for you, my readers, this year and every year, as your curiosity and continued readership has kept my writing...