January 4, 2019

Best of the Podcast 2018: Defining Patient and Customer Experience at Cedars-Sinai Hospital [PODCAST]

I’m revisiting a conversation I had with Alan Dubovsky, a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan shared the unique situation that placed him in this position at Cedars-Sinai, his prior experience in the healthcare industry, and the extensive work he’s done to define his newly created role.


January 3, 2019

Deliver Education and Be Transparent with Customers

How can transparency and guidance become our standard for how we sell and how we serve? In this Daily Dose, we look at the importance of educating the customer and letting them make informed decisions.


Best of the Podcast 2018: Build Power Moments in Your Customer Experience
December 20, 2018

Best of the Podcast 2018: Build Power Moments in Your Customer Experience [PODCAST]

One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers.



3 Ways to Convey CX Needs to Your Executive Leadership Team Using Research and Empathy

November 6, 2018

Introducing Anthropology & Ethnography to your Customer Room: An Inside Look with St. Jude Children’s Research Hospital

In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling. Applied anthropology and ethnography take these studies out of the realm of academia and into the world of business and organizations. In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys.


How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience
October 25, 2018

How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience [PODCAST]

Expounding on my latest Daily Dose vlog, I’m revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience.