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.


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

Human Centered Design Image
May 3, 2016

Human-Centered Design at Northern Trust, With Scott Dille – [CB3] [PODCAST]

I speak with Scott Dille of Northern Trust on his unusually broad Customer Executive Leadership role, and his path for leading and experience transformation. We also discuss his innovative Northern Lab human-centered design experience, and how to gain traction with human voice of the client work.


April 26, 2016

How Liberty Mutual Engaged the C-Suite & Built their Customer Room, With Margie Dillon – [CB2] [PODCAST]

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual, about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work.


June 25, 2015

Gain Consensus on Your Moments of Truth and Inspire CX Creativity

The moments of truth enlighten the organization to understand the stages that form their interaction with their customers. They push the organization to create a common language and framework for understanding the touch points with the customer that cross the organization.


October 14, 2014

How to Make Customer Metrics Stick

To make the guerrilla metrics stick, you need to take them out of the hordes of reports and paperwork and put them front and center. There’s nothing like the public accountability in the Customer Room to take the mystery out of what’s important and to start a friendly horse race among peers that motivates performance.