Customer Experience Competencies II
May 19, 2016

The most important thing to know about customer experience competencies

If you want your business to scale up as a customer-driven growth engine, you need to understand the customer experience competencies that I’ve worked for three decades to shape. Here’s a quick primer in conjunction with CX Week 2016.


Recipes for Leadership Listening image
March 10, 2016

Growing Leadership Listening Skills With 6 CX Recipes

Optimize the multiple sources of customer feedback to engage in active leadership listening. Get leaders and the organization to hear and respond to your customers’ stories, which builds your united one-company story based on the customer journey framework.


customer listening path graphic
January 14, 2016

Understand Customers’ Lives & Connect to Customer Behavior

The customer listening path provides a constant source of customer feedback organized by journey stage. Leaders are able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data