I have three kids who aren’t related to me by blood, but I’m known as Aunty Ingrid to them. They were born in 2003, 2010 and 2012. The thing they all have in common? They have never known life without the internet — and they are all Gen Z. As a Gen X’er myself, with […]
Watch out Millennials … Gen Z is about to take over center stage Read More »
Hold onto your horses (because there is no need to whip out a credit card) — Amazon Prime Day is almost here! In the Customer Experience world, companies are constantly striving to be “more like Amazon” or to “Amazonize” their product offers or customer focus. If you’ve ever heard me talk or read my blog,
Mastering The Art Of Getting It Right Read More »
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
Elegance of Simplicity Read More »
Waaaay back in a galaxy far, far away, I was just learning how to really change cultures into customer centric ones. And I’m talking about doing more than writing a new mission statement. (Don’t get me wrong, that’s a very important step, but only one step in a Culture Roadmap.) We had a great customer
Haunted House of Customer Experience Horrors! Read More »
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
Customer Experience Execs In HealthCare – It Is Time To Do Something Bold Read More »
Every time I turn around, there is another person who is complaining to me about the customer experience in the health care system. As soon as they hear that I’ve worked for and am working with health care plans, they are so willing to share their stories with me. I get it, and I appreciate
An Open Letter to Health Plans Read More »
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to
No Culture, No Customer Read More »
Almost every firm that I walk into has a balanced scorecard where they are measuring hundreds of micro metrics. Many of them also have a macro metric that sits above all that they do – think NPS, Customer Satisfaction. The problem with both of these scenarios is that most of the time, neither of them
Do You Have Lost Luggage? Metrics that Matter. Read More »
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate
The Fifth Step to Building a Customer Experience Strategy – Get CEO Buy In Read More »
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate
