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Employee Experience Can’t Be Owned by HR Alone
Wouldn’t you know it took a global pandemic for a lot of companies to realize how important their workforce is. So much so that recent work by Accenture…
4 min read
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Agile w/o CX? Epic Fail.
There are a number of success stories, and horror stories, with #Agile implementations, many including significant investment, people mobilization, and work effort to launch. And there are a…
4 min read
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Customer-centric vs. Customer-Obsessed
I recently wrote about stages of customer experience maturity and outlined what it means to be customer-focused (Are You Focused, Centric or Obsessed). Today I want to highlight…
4 min read
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Are You Focused, Centric or Obsessed?
Are you client-focused, client-centric or client-obsessed? Do you know the difference? Are you using these interchangeably? I have heard them used interchangeably so many times. But there’s a huge…
4 min read
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Dominoes, Physics & Executing Small
What do Customer Experience and Physics have in common? I know what you’re thinking already: “Delete!” – but stick with me…there’s more to this. I read a book…
4 min read
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CX Maturity Models: Pyramids?
I’ve seen a lot of articles lately describing “The 5 Stages of Customer Experience Maturity.” The stages vary – sometimes it’s 4 or 6 (depending on how agile you…
4 min read
