Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
Customer Experience: How To Get On The Superhighway To Business Success
Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts, emotions, perceptions —
The Happiest Employees of 2021 — And Their Connections to Customers
As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another,
A CX Day Offer To Boost Your Journey Mapping Outcomes
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all
New Study Shows Major Disconnect Between Companies And Customers
Earlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would
Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service
I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM
Virtual Journey Mapping Bootcamp: October / November 2021
Our September bootcamp sold out, so we’ve added one more session to our fall schedule. Hard-hitting content. Sessions that fit into your workday. Our two-part
Voice Your Opinion — Win Fun Prizes!
How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking
Constructive Feedback: Beat Up Ideas, Not People
Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to
FREE Webinar! Procurement From The Outside-In: Moving To A Customer-Centric Mindset
I hope you’ll join me on Wednesday, October 20 at noon Central time, when I’ll be teaming up with the global procurement and supply chain
Virtual Journey Mapping Bootcamp: September 2021
This bootcamp is sold out! Join us at our next bootcamp in late October. *** Hard-hitting content. Sessions that fit into your workday. Our two-part
