Succession, the popular show on HBO, conveys helpful business insights including the importance of you using your own product. As a business leader, you must personally and regularly undergo the entire customer experience of your company as an actual customer would. This will help focus your attention on the most important aspects of your business, […]
Are you looking for how to improve customer experience (CX)? New technologies such as personalized search or AI-powered text analytics hold great promise for improving CX. But technology alone isn’t enough. The most important, and perhaps most surprising, improvement to CX has little to do with technology — it’s improving employee experience (EX). In fact, […]
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 […]
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. […]
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 […]