September 26, 2019

Prove Your Customer Experience Value to Earn the Headcount You Need

Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount.


September 19, 2019

3 Steps to Building a New Patient Experience and Communication Framework [PODCAST]

Lisa Allen, the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience.


August 29, 2019

The State of Customer Experience: 3 Important Stats You Need to Know

I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Download the report and find more great CX stats and insights.


August 22, 2019

Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors

Technology ushers in disruptions across retail and other B2C service industries, but customer behavior is the actual impetus for these disruptions. We have to remember to always adapt to the changing nature of consumer behavior and provide value.


Chelsie Rae Lee and Allison Pickens
June 28, 2019

4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company [PODCAST]

As a CCO at a young company, how do you assess the work that needs to be done to begin the CX transformation? In this compilation episode, two CX leaders share some tactics and strategies that helped them lay the foundation.


Chester Twigg Episode 157
June 14, 2019

How Johnson & Johnson Creates Value for Customers and Employees [PODCAST]

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg, the first global chief customer officer at Johnson & Johnson.