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The Consultant and the Owl
The Starting Line We all know the moment. The owl takes the pop. Counts: “One. Two. Three…” and crunch. The original Tootsie Pop...
Aug 15
The Crunch Culture: Why So Many Organizations Bite Before They Understand
The Starting Line You might remember the old Tootsie Pop commercial https://youtu.be/O6rHeD5x2tI?si=Ugr9U47UjuYe_YN1). A curious kid asks...
Aug 15
A Sense of Urgency
John Kotter’s A Sense of Urgency is a crisp, no-nonsense guide to catalyzing real change by tackling the hidden enemy of complacency....
Jul 22
What CX KPIs Actually Tell You
Every customer experience (CX) leader knows the pressure of showing “results,” and most turn to key performance indicators (KPIs) to...
May 23
Corporate Mad Libs – The Strategy Edition
What Is Strategy? Let’s be honest. Strategy might be the most overused and misunderstood word in corporate life. It’s become a catchall...
May 23
Staying the Course – Defining CX Strategic Objectives
Big-picture conversations are great, but real impact happens when we turn strategy into action. With the groundwork set, including the...
May 23
The Backbone of Customer Experience: Defining CX Guiding Principles
We have all been there, sitting in a meeting where customer experience decisions seem to be made on the fly. One person wants to double...
May 23
Leveraging Organizational Values
Let’s take a detour and discuss something I recommend you don’t do: create customer experience-specific values. It might seem like a...
May 23
From Vision to Action: The Power of a CX Strategic Framework
Unlocking the Power of a Customer Experience Strategic Framework In today's fast-paced digital world, Customer Experience (CX) leaders...
May 23
Orbiting The Giant Hairball
Gordon MacKenzie’s Orbiting the Giant Hairball is a fun, thought-provoking look at creativity in the workplace. Drawing on his decades at...
May 23
Tiny Habits - The Small Changes That Change Everything
In Tiny Habits, BJ Fogg presents a compelling approach to achieving lasting behavior change through small, easily achievable actions....
May 23
Running CX Like a Business: The Case for Capability-Driven Success
Introduction Delivering exceptional customer experiences requires more than just great service. It demands a structured approach to how...
May 22
The Essential First Step: Why a Problem Statement Anchors Your CX Strategic Framework
Anchoring CX Strategy in Human Needs The path to a successful customer experience (CX) strategy doesn’t begin with ambitious goals or...
May 22
Setting the Course: Crafting a Vision for Customer Experience Success
What is a Customer Experience (CX) Vision? A CX vision is a clear, inspiring statement that defines the customer experience your...
May 22
From Vision to Action: The CX Mission as Your Strategic Bridge
What is a Customer Experience (CX) Mission? A CX Mission is the heartbeat of your customer experience strategy. It defines who you serve,...
May 22
The Best Service is No Service
It has been nearly two decades since Bill Price and David Jaffe published The Best Service is No Service, yet its core message remains...
May 22
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