Elegance of Simplicity

    Hello CX Peeps!

     

    I’ve just returned from a trip to Singapore where I was lucky enough to get to do some significant design work with a client.

     

    For those of you have been a part of my CX peeps world for a while, you know that even though I’ve led CX efforts for years, my heart truly still loves where I started — on the design side. Read More From The Chief Customer

    Customer Experience Execs In HealthCare – It Is Time To Do Something Bold

    A few days ago, I was at AHIP Institute in Las Vegas. For those of you who aren’t familiar with AHIP, it is one of the largest gatherings of health insurers. AHIP is a place that I hold dear in my heart. It was the first platform in healthcare that I was given to talk about Customer Experience. As a matter of fact, I’ve been speaking at every AHIP since 2007 on this topic.  In 2015, I did a look back on the many changes I’ve seen in the dialogue. Read More From The Chief Customer

    Oh, how far we’ve come – and how far we still have to travel!

    Happy CX Pros day!

    Hi everyone! I’ve been on the road pretty consistently for the last 4 weeks and there are definitely some themes that are popping up across all the conferences and private events I’ve been doing. I’ve met so many of you and I’m always so delighted to get to hear people’s stories. Especially their stories about their CX journey.

    The themes I’ve found that I have to share and I think that we, as a practice, need to address are:

    Read More From The Chief Customer

    What are the 3 Cs of Customer Experience Management (CEM)?

    I’ve been asked so many times – “How do you approach customer experience each time you walk into a new company?”.  My answer is that every company is different and every customer is different. Of course, over the two decades of doing this work, I’ve definitely learned what works and what doesn’t. I’ve also created a set of tools that I apply every time to every transformation. I call them the “3 Cs of CEM: Credibility. Competency. Culture”.

    Read More From The Chief Customer

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