Customer Experience Strategy

Great Recession Learnings That Can Be Applied to Your Post-Pandemic CX

Today’s post is a collaboration by this great team: Ingrid Lindberg and Annette Franz, CCXP, with insights from CX leaders who’ve lived it! You’ll find this post on Annette’s site, as well. In 2008, Ingrid Lindberg was in a newly formed role (Customer Experience Officer, or CXO) at a Fortune 100 company, charged with designing and …

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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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The Fifth Step to Building a Customer Experience Strategy – Get CEO Buy In

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

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