Go and See the Work: Making the Invisible Visible
It was fall, and I had just been hired to lead community outreach and patient engagement for an organization centered on serving patients with chronic conditions. Anchored in the heart of value-based care, the organization focused on work that would keep older adults...
The Evolution (or Destruction) of Customer Experience
The field of Customer Experience (CX) is undergoing radical transformations. The digital age, characterized by rapid technological advancements and a shift towards data-driven practices, is reshaping how most companies approach CX. Traditional methods such as surveys...
Show Me the Money – A Step-by-Step Guide
Last month, I broke down why proving CX ROI is such a struggle. I’ve been there—knowing the work delivers real value but watching leadership shrug because the impact isn’t spelled out in dollars. Too many CX teams track metrics that don’t resonate with execs, making...
Numbers are Not Enough: How to Tell a Story with Data
Guidelines for gaining corporate buy-in and making ideas stick I’ve presented a lot of data. Data that made perfect sense to me and data that told a story. I’ve created beautiful charts that reflected massive return on investments (ROI’s). I’ve received looks of...