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. 


Advance your CX Work by Uniting the C-Suite in Their Commitment and Accountability

Take Action with These 3 Steps to Help Your Customers Achieve Their Goals

4 Strategies to Improve Customer Experience in the Airline Industry

WHY YOU NEED TO USE YOUR CUSTOMER JOURNEY MAP AS A BUSINESS DECISION BLUEPRINT

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

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.