Blog
Ideas, news & analysis
Virtual Journey Mapping Bootcamp: October / November 2021
Our September bootcamp sold out, so we’ve added one more session to our fall schedule. Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping
Voice Your Opinion — Win Fun Prizes!
How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to business results? I’m partnering with Alida and the CXPA to find the answers to these questions — and if you’re a customer
Beat Up Ideas, Not People
Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.” Part of his process: asking employees “to go around the room, complimenting and critiquing one another”
FREE Webinar! Procurement From The Outside-In: Moving To A Customer-Centric Mindset
I hope you’ll join me on Wednesday, October 20 at noon Central time, when I’ll be teaming up with the global procurement and supply chain consultancy Proxima for a fun webinar. The folks at Proxima share a mindset that’s near and dear to my heart: transformation through customer centricity. So…
Virtual Journey Mapping Bootcamp: September 2021
This bootcamp is sold out! Join us at our next bootcamp in late October. *** Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping
10 Benefits Of Choosing “Customer-Powered Profits”
Here are 10 benefits of choosing Customer-Powered Profits as the customer experience training program for your function, business unit, and broader organization: Complete a real customer experience project that delivers business value. This is the only online customer experience training program that truly turns learning into action. In each of
Join me at Medallia’s Experience 21 Event
On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event. In an engaging panel discussion led by Medallia’s own Brian Andrews, we’ll share our unique perspectives from decades of observing and shaping the customer experience landscape. Join this
Alida Activate Spring Masterclass
What do pirates, waffles, and discos have to do with customer experience? Find out by watching the replay of my keynote! *** I’m super excited to be part of Alida’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can
Virtual Journey Mapping Bootcamp: May 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping This introduction will help you build a solid understanding of the journey mapping methodology and
Congratulations To The 2020 Service Design Award Finalists!
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no, that’s not a typo… Covid through a wrench into our annual awards schedule.) The Finalists Commercial Work CX Transformation For Hearing Care by Smart Design
