Lessons Learned at the Forrester Conference: “Data is the New Sexy”
Once a year I look for an event or a conference to attend where I can learn something new and get better at what I do. This year I attended…
4 Career Tips for CX Professionals
In honor of the 4th of July, we are rounding up 4 career tips for CX professionals. Set aside some time during the break from work to take stock in your CX career and evaluate the steps you need to get to the next level.
Customer Experience Audit: FedEx Omnichannel Disaster
In our Strategy, Org Design & Culture series we cover customer-focused companies that are willing to adapt, take risks and discover new ways of staying relevant. Sometimes, we encounter brands…
Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
Editor’s Note: This post is part of a series of Customer Experience Audits. See all the audit stories. The automotive industry is right next to the airline industry in terms…
How To Create A Customer Journey Map (Free Template)
In my recent article, I wrote about “WHAT Is a Journey Map and WHY Do It?” Once you understand the importance, you may be wondering HOW to get started and improve your CX skills. If so, you have come to the right place. Learn three actionable tips and get a free template.
Customer Journey Map. What is it? Why Do It? (Part 1)
A customer journey map is a simple concept: it is a diagram that shows the steps customer(s) go through when interacting with a company, such as shopping online, visiting a retail store and other experiences. The need for journey maps becomes more important as the number of touchpoints increase and get complex.
#CXTHUS Exchange Insights – winners and losers?
Attending conferences is a significant investment of both time and money. Even if you are speaker at the conference, like I was last week, the time away from your non-stop…
Let’s Get You Certified as a Customer Experience Professional!
Like all mature professions, customer experience has a certification that is internationally recognized. Adding it to your resume will signal to the business community that you are serious about customer experience and your aspiration to be part of its leadership ranks…
How Well Do You Understand AI Applications?
In the last week I spoke about AI at the Argyle Forum webinar and at the ConnectID Conference in Washington, DC. Technology is emerging
Customer Experience, Self Service, and the Gift of Time
Time is the most precious gift in life. If you think about it, time is the one thing we all want more of. As we get older and busier, time gets even more valuable to us.