customers

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 …

Elegance of Simplicity Read More »

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 …

An Open Letter to Health Plans Read More »

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 …

No Culture, No Customer Read More »