It is so that time of year, isn’t it? My inbox is getting pummeled with predictions and things CX practitioners need to focus on for 2019. I’m also seeing a plethora of dire warnings to CX pros, from all sorts of people who analyze things. CX is failing. CX pros are going to jump ship. …
It’s the end of CX as we know it. Or, is it just the end of the year? Read More »
November is already here already, which means it’s basically Christmas. But, before Christmas comes the biggest November holiday. Bigger than Veteran’s Day. Bigger than Thanksgiving. Black Friday. It even has its own Google Calendar entry: How did Thanksgiving become the sad, forgotten holiday? Blame it on Black Friday. Once upon a time, it was a …
It is such an interesting time in the world of customer experience. Everyone has seen this quote: “The only war to win is the one for the customer.” We all know that every CEO is saying (slight irony here) that how they will win that war is via the differentiating customer experience they will offer. …
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 …
I have three kids who aren’t related to me by blood, but I’m known as Aunty Ingrid to them. They were born in 2003, 2010 and 2012. The thing they all have in common? They have never known life without the internet — and they are all Gen Z. As a Gen X’er myself, with …
Watch out Millennials … Gen Z is about to take over center stage Read More »
Hold onto your horses (because there is no need to whip out a credit card) — Amazon Prime Day is almost here! In the Customer Experience world, companies are constantly striving to be “more like Amazon” or to “Amazonize” their product offers or customer focus. If you’ve ever heard me talk or read my blog, …
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 …
Waaaay back in a galaxy far, far away, I was just learning how to really change cultures into customer centric ones. And I’m talking about doing more than writing a new mission statement. (Don’t get me wrong, that’s a very important step, but only one step in a Culture Roadmap.) We had a great customer …
A few days ago, I was at AHIP Institute in Las Vegas. For those of you who aren’t familiar with AHIP, it is one of the largest gatherings of health insurers. AHIP is a place that I hold dear in my heart. It was the first platform in healthcare that I was given to talk …
Customer Experience Execs In HealthCare – It Is Time To Do Something Bold Read More »
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 …
