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...
X Marks the Spot

X Marks the Spot

We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t terribly long and there was minimal drop-off once someone began the survey.  So, we were stumped as to why we were only seeing a 2% response rate....
The Power of a Smile

The Power of a Smile

You often hear of the positive power of a smile.  A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing.  My colleague and I were on our way to see a client and we decided to stop and get a coffee.  The...
Stop Spinning Your CX Wheels

Stop Spinning Your CX Wheels

For those of you that are experienced CX practitioners with 5+ years within the industry, you already know how challenging the job is.  You’ve been battle tested, understand the constraints you must work within, and the amount of effort involved to enact any semblance...
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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