AI: are you being duped by Google’s Duplex?
Getting a realistic view on the rise of the machines means being aware of the hype cycle Film buffs will know that this year marks the 50th anniversary of Stanley…
How do you determine your Minimum Viable Product (MVP)?
I was recently involved with a product where the project team was responsible for delivering the 1st Minimum Viable Product (MVP). Product Plan defines a MVP as a product with…
“Most Lean service programmes don’t deliver much value to the customer”
Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…
By Kamyar Adl via Wikimedia Commons
Want to get results? Stop being results-driven!
Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m…
Man making his next move
Why you need a defined culture to do CX right
When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your space design is less formal. …
The One Thing You Need To Understand About Your Company’s Culture
Changing corporate culture is hard, and many companies make it even harder by not understanding the different segments that make up their company. https://youtu.be/8cZBjXbr6tA In every company, there are different…
Concept image of a lost and confused signpost against a blue cloudy sky.
A question of culture: assimilate or die?
Time to look at culture from an employee's point of view A couple of years ago, I attended a evening of talks at China Exchange, a charity based in London’s Chinatown whose mission it is to create ways of exploring…
Employee Experience & customer experience depends on strategy
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales associate’s employee experience in…
Customer Experience Management (CEM) is all about relationships
“Every relationship requires listening no matter the nature of relationship” - this is the key take-away that stuck with me from a webinar I attended about the importance of Artificial…
Has your CX transformation stalled?
The good news is that you’ve embarked on a customer experience transformation journey. The bad news is that you don’t think your organization has evolved as much as you’d hoped…