October 2, 2018

How to Improve CX at Every Level of the Organization Through Personal Responsibility

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did this summer with my good friend Laura Ortman—chief customer officer of Equinix—in which we discuss how practitioners from call center representatives to business leaders can impact customer experience in their roles every day. 


The Customer Journey Map image
June 10, 2014

CX Competency 2: Align Operations Around Experience

This is the platform work for a customer experience transformation journey. The significance of aligning the experience is huge. Not enough companies understand that this is the first “duct tape” exercise to get your organization moving together in one direction – and that’s to agree on the stages of your customer experience.