Katie Kiernan

Building Customer Empathy

The role of empathy in customer experience is an increasingly popular – and important factor – in how we understand and manage our customer...

Changing the Way We Do Things – Developing a More Proactive CX Culture

Let’s face it – we all resist change to a certain degree. In personal situations, while I struggle with change, I do feel that I...

The Validation Comfort Zone

The evolution of what customer experience initiatives are like today has seen many changes, from companies who were focused on executing a survey to...

The Top Things You Thought Were True About CX

There are a lot of ideas out there about the role of CX in today’s environment.  In this blog, I discuss seven myths about...

CX Hazards on the Road to Results

Driving business impacting results is one of the key responsibilities we all have as customer experience professionals. While it is arguably one of...

Do you have a customer playbook?

Playbooks are everywhere today. I can't imagine that there are any professional sports teams out there that do not have a playbook they...

Performance vs. Potential

A lot of companies segment their customer bases into various tiers based on revenue, and possibly a few other metrics. The top-tier customers...

Courage to Start with the Customer

A few years ago, I wrote a blog about the "Groupon Phenomenon". At the time, Groupon was booming. Everyone was talking about...

The Cardboard Bicycle

All companies are focused on the next big thing. New ways to innovate. Cool new products. Ways to deliver exceptional customer...

Focusing on Differentiation

When we think about differentiation in a business-to-business context, our minds tend to go right to how products are unique. We think about...

Start with Change Management when Creating a Customer-Focused Culture

As with any new or strategic initiative, voice of the customer programs are not excluded when it comes to executives asking for a change...

The Blame Game

We live in a world that involves a lot of blame. It's there every time we turn our heads. How often do you hear...

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