It’s Time to Pull Up A Chair For CX At The Product Design Table
Years ago, I started conversations with one of our product design teams. I asked about how they could make their product better by solving issues our customer experience (CX) group found. In response, I was asked to justify why they should build features to help CX...Customer Experience as the New Competitive Advantage
Defining the customer experience is the single fastest way to grow a business. But how do we define the customer experience? We know when we receive an outstanding customer experience, but it’s difficult to describe. Unfortunately, many big brands and businesses are...
People, not Perks, Define Your Company Culture
Among professional circles, terms like “company culture” and “engagement” often get thrown around without much regard to what they actually mean for the organizations they represent. What’s more troubling is that when in pursuit of improving these vague terms,...
Mapping the Customer Journey and Experience
Many organizations go through journey mapping exercises, but few come out of these exercises with journey maps that guide next steps and execution. The recent Growth Innovation and Leadership: A Frost & Sullivan Executive MindXchange, included an interactive...