I’m Hammer, You Must be a Nail

I’m Hammer, You Must be a Nail

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a...
The Corporate CX 7-Year Itch

The Corporate CX 7-Year Itch

This is my end-of-year blog for 2017 and, for those that follow me, this blog page will morph into a blog page on my new website that should be going live in January. In his 2017 end-of-year reflective blog, CX Consultant and colleague Ian Golding wrote about The...
The Uphill Challenges of CX

The Uphill Challenges of CX

On the cover of the November 2016 issue of Harvard Business Review (HBR) in pink uppercase lettering is the headline “WHAT KEEPS CEOs UP AT NIGHT.”  Just below that are the words “Brand building, executive pay, and managing Millennials—for starters.”  My finely...

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