Let’s face it – we all resist change to a certain degree. In
personal situations, while I struggle with change, I do feel that I
am at least in control of my own decisions. In a business
Driving business impacting results is one of the key
responsibilities we all have as customer experience
professionals. While it is arguably one of the most important
things we do, it is also one of...
Playbooks are everywhere today. I can’t imagine that there
are any professional sports teams out there that do not have a
playbook they use for each and every game. Behind those
playbooks are data –...
Interest in capturing and quantifying the voice of employees is
growing – and in this case, I’m not talking about "employee
satisfaction" but rather "voice of the customer" THROUGH the
Just read a great, short summary of quotations reflecting on
Steve Jobs' incredible career and steadfast focus on strikingly
simple, customer focused innovations. A couple of
gems:"That's been one of...