November 28, 2016 |

Like golf, there are 3 key components for improving your CX game

I’m a horrible golfer. Despite there being a golf course that shares my name, there is no metaphysical transcendence happening that improves my game. Regardless of how many rounds I... Read More

Categories: Uncategorized
August 2, 2016 |

Why Your Customer Experience Strategy Isn’t Working

In a perfect world, organizations would remember that the only reason they’re still in business is because of the customer. Unfortunately, we’ve lost sight of the customers’ needs and set... Read More

Categories: Healthcare,Retail
June 21, 2016 |

What A Captain America Suitcase Can Teach You About The Customer Journey

A version of this article originally appeared on LinkedIn. The other day, my two-year-old son brought home his very first suitcase from the department store, excited for our upcoming trip... Read More

Categories: Uncategorized
June 3, 2016 |

Why The Right Technology Is The Lynchpin Of A Good CX Strategy

Nearly $100 billion of IT spending from S&P 500 companies was wasted on projects that brought no value to the end customer, according to research provided in the book Lean... Read More

Categories: Energy & Utilities
May 17, 2016 |

CX Strategy Success 101: Are you speaking the same language?

For years, marketing professionals and successful business leaders have come to the conclusion that improving customer experiences requires measuring and understanding that experience. And yet, at the same time we’re... Read More

April 12, 2016 |

How Improving Mobile Banking Experience Can Translate to the Rest of the Business

In 1877, the Bell Telephone Company made telephones commercially available for the first time. About 64 years later, telephones had achieved a 40% adoption rate in the US. When the... Read More