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In the two years that have passed since I released my e-book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do, the retail customer experience has gotten even more important — and more competitive.  The “Amazon effect” has raised everyone’s expectations about how convenient shopping should be.  And nearly all companies now expect to compete […]

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Customer experience futurist, author, and speaker Blake Morgan and I recently bonded over common views on women and customer experience.  (Our conversation is a part of Blake’s terrific Modern Customer podcast – check it out here.)  We ended up concluding that women are uniquely positioned to lead customer experience. […]

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Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between […]