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CX in 2022: Employee Experience Is the Biggest Hurdle, and Getting Leadership...
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022.Customer expectations were already changing before COVID-19, but the pandemic has amplified them and...
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AI and the Contact Center: Working Together in Harmony
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021.Problem statement: The agent experience drives the customer experience. But when agents get bogged down...
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CX Journey™ Musings: Ride for the Brand
What is a brand? And what does it mean to ride for the brand?Having grown up on a farm, I know brands and branding well. In farm and ranch life, a brand is an identifier for your livestock, a symbol...
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Employee Experience: Are You Providing Feedback or Feedforward?
A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an...
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Employee Experience Drives the Customer Experience: But It’s Not Just About...
I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the...
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Humanizing Automation to Help Employees Work Smarter Not Harder
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was...
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Transforming the Customer Experience From the Inside Out
I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different.I often receive requests to train employees on how to deliver a great customer...
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8 Tips to Create a Great Candidate Experience
Do you consider the candidate experience to be part of the employee experience? If not, you should. The employee experience begins well before the employee gets her badge and goes through orientation....
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CX Journey™ Musings: The Employee Platinum Rule
There’s the Golden Rule: treat others the way you want to be treated.And there’s the other Golden Rule: he who holds the gold makes the rules. In other words, those with the money are in power, i.e.,...
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Four Inputs of a Customer-Centric Culture Transformation
I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020.There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that...
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Journey Mapping: Which Journeys Should You Start With?
The first step in my six-step journey mapping process is Plan. This step includes all the prep work to get ready for your journey mapping workshop, including: identifying the personas for which you’ll...
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Prioritization and Decision-Making Tools: The Eisenhower Matrix
Decisions, decisions, decisions.As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our...
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Seven Elements Needed to Refresh Your Brand
I originally published today’s post on Forbes. It appeared on their site on April 27, 2020.Is it time for a brand refresh?I know that’s probably not top of mind for you at this very moment, given the...
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Customer-Centricity: Principles, Practices, and Outcomes
I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020.Customer-centricity is an often misused term, but it actually has...
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Culture Fit: Whose Responsibility Is It?
Culture fit is an interesting topic. Some revere it, while others revile it. (OK, maybe not that extreme… but wasn’t that fun to say/read?!)About a year ago, I wrote about hiring for culture fit...
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CX Journey™ Musings: The New Purpose of a Business – One Year Later
Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what...
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Journey Mapping Workshops: Do You Have the Right Participants?
Do you have the right people in the room for your journey mapping workshops?I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d...
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Updating Your Journey Maps
Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked.“One query that I wanted to ask about...
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Customer Experience: Communication in Times of Uncertainty (And Beyond)
I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then.Employee experience and customer...
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Five Tips to Engage Remote Staff During Lockdown
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020.Starting in mid-March this year, in response to the COVID-19 pandemic, many...
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