Clik here to view.
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...
View ArticleClik here to view.
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.,...
View ArticleClik here to view.
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....
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View Article
