Blog
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Customers Think Your Surveys Are A Waste of Their Time
How to best evaluate multiple survey programs as part of your voice of the customer initiative.
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CX Strategy Explained: How Customer Experience Drives Long-Term Business Growth
The point of CX strategy and how to build and measure the success of your customer experience initiatives beyond surveys.
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What Is CX Strategy? Why Most B2B Companies Are Getting It Wrong
Clarifying why CX is a unique discipline that many organizations overlook as a critical pillar.
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What Does a CX Professional Do? 9 Roles Every Customer Experience Leader Plays
How CX professionals can help organizations refine their growth strategy & reduce operating cost
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Strategy vs. Planning: Why Most Organizations Confuse the Two
I would estimate that millions of words have been uttered to explain what strategy is (or isn’t). But crafting a strategy is a bit like trying to define ‘love’ – at times it’s ephemeral, it’s a feeling, a hunch, a…
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CX, Service Design, and Productivity: A Framework for Organizational Transformation
Understanding the connection between customer experience, service design and organizational productivity can unlock agility in your strategic decision making.
I’m currently taking on 2–3 fractional clients and project engagements. Most clients start with a single project.