Blog

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My Rock, My Story: How Irvine Company Uses a Customer Room for Employee Engagement and Accountability

4 Ways Building a 'Customer Room' Can Reshape Your Customer Experience

How Has CX Evolved and How Should it Impact Your Company's Growth and Leadership?
August 3, 2018

How Has CX Evolved and How Should it Impact Your Company’s Growth and Leadership? [PODCAST]

Join a lively discussion about the evolution of both customer experience as a holistic experience and of the CXO and CCO roles over the past few decades with New York Times best-selling author Rob Markey. Additionally, I share 7 CX insights from this conversation that you can apply to your organization.


How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation with William Chumley
July 26, 2018

How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation [PODCAST]

William Chumley, the CCO for the Governor’s Office of Information Technology for the state of Colorado shares how he’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens.


The Unifying Force of Care

How to Lead CX Transformation in a Customer-Focused Tech Organization
July 19, 2018

How to Lead CX Transformation in a Customer-Focused Tech Organization [PODCAST]

In today’s lively chat with Sue Martin Homes, Global VP of Customer Service at Newegg, the leading tech-focused e-retailer in North America, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg.


Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry
July 13, 2018

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. Charlotte Dunsterville and Patricia Pedhom Nono share how they first started prioritizing and assessing the work they need to get done in order to transform CX in their organizations.


July 6, 2018

Bring People Back to the Core of CX Work: Make Mom Proud Resources

A highlight of some lessons from my latest book, “Would You Do That To Your Mother?” along with other video and article resources to help your organization make business decisions that earn customer growth and loyalty.