CX Experts

Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help...

I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different. I often receive...

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was...

Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?”...

Do you know if your business has at least one happy customer who can’t live without you? For the third...

Emotion has always been an essential element of vital and valuable connections between brands and customers and between business leaders...

I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write...

Not only has 2020 brought many changes to the world as a result of the COVID-19 pandemic, but it’s also...

If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a...

Check out the photo of this bearded iris in my side yard. Poet John Keats reminded us that “A thing...