May 3, 2017 |

When CX backfires: Amazon’s crazy PrimeNow customer journey

Amazon may be a leader in digital retail (with a founder who fully understands the value of Customer Experience measurement to boot), but not everything the company does reflects that.... Read More

Categories: Insights,Retail
January 5, 2017 |

Recent Walmart TV commercial shows just how far customer expectations have evolved

A version of this article was originally published on LinkedIn. The way consumers shopped during the holidays in 2016 didn’t change drastically from the previous year. In 2015, 75% of... Read More

Categories: Insights,Retail
April 15, 2016 |

CX Trendsetters: My Visit to Lush Involved a Bath Bomb & Great Customer Experience

A version of this article first appeared on LinkedIn Pulse. With a career that has me constantly thinking about the customer experience, it’s hard not to observe CX wherever I... Read More

Categories: Uncategorized
March 17, 2016 |

CX Event Next Week | NGCX Conference

When you think of San Diego, does your mind drift to cliff-lined beaches, sunshine, the Gaslamp District, and Mexican food? Mine does, and I’m lucky enough to live here.  ... Read More

Categories: Events
March 2, 2016 |

CX Backfires this Week | Amazon

Originally posted on LinkedIn. Dad with a wallet: a Retailer’s Best Friend. Retailer’s worst nightmare?  Over-engineered personalization with mismanaged content. Read on… My daughter’s 13th birthday is just around the... Read More

Categories: Insights,Uncategorized
February 22, 2016 |

CX Failures this Week: Gap & Panera Bread

Originally posted on LinkedIn. Board Room Failures.  Ivory Tower Missteps.  Big Chair Bungles. Call them what you want, but what sounds good in the board room can fail miserably when... Read More

Categories: Uncategorized