Informational street signs

Words Matter.

When I first started working (more than a few moons ago), my very first corporate job was in finance. I remember being so confused by all the financial terms. De minimus. APY. ETF. APR. I remember when we were creating all of our web pages while at Amex. We built a glossary for all the …

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Elegance of Simplicity

Hello CX Peeps!   I’ve just returned from a trip to Singapore where I was lucky enough to get to do some significant design work with a client.   For those of you have been a part of my CX peeps world for a while, you know that even though I’ve led CX efforts for …

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An Open Letter to Health Plans

Every time I turn around, there is another person who is complaining to me about the customer experience in the health care system. As soon as they hear that I’ve worked for and am working with health care plans, they are so willing to share their stories with me. I get it, and I appreciate …

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No Culture, No Customer

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to …

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