15 Oct

Posted at 13:57h in Business, Client Experience, CX Program Management, CX Solutions, Hiring CX Specialists, Journey Mapping, Operations
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Last month, I, as a Customer Experience specialist, had a rude wake up call from a home renovation project specialist. This past month I began renovating my basement. It’s big, it’s old, it’s trapped in the ‘70s. Long story short, I thought through my past experience I could do it...

28 Sep

Posted at 12:31h in Business, CEO, Client Experience, Culture, CX Program Management, Leadership, Marketing, Measurement
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[10 minutes of COVID-19 related small talk] Steven: “How’s our marketing going? I haven’t heard form you guys in a few weeks. Did our unconventional strategies break you?”   Agency: “You’re so funny, no you didn’t break us. Everything is going pretty well over here. We wanted to talk to you today about making...

25 Sep

Posted at 10:18h in Business, CEO, Client Experience, Culture, CX Program Management, Leadership, Measurement
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Are you struggling to measure CX? This article may be the perfect piece at the perfect time for you. There are still too many companies conflating efficiency with CX. Efficiency is an objective characteristic. It’s about how well you’ve controlled or prevented operational failures from happening. It’s merely an indicator...

05 Jan

Posted at 17:45h in AEC, Business, CEO, Client Experience, Culture, CX Program Management, Operations, Professional Services Category
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An AE firm captured $8.5 million in trapped client revenue, lowered it’s cost of client acquisition, dramatically improved its employee engagement rate, stabilized its proposal/win rate and created an employment brand that has virtually eliminated its recruitment challenges...