Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
A CX Day Offer To Boost Your Journey Mapping Outcomes
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all
New Study Shows Major Disconnect Between Companies And Customers
Earlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would
Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service
I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM
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
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
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
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
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
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
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
