Krista Sheridan

3 Ways to Talk About CX So Others Will Want to Listen

Picture this. When you send out meeting invitations, everyone accepts in seconds, and so many people want to join you have to hold multiple sessions...

3 Simple Habits to Boost CX Innovation. Every Day.

You don’t have to be Apple, Amazon or Google to be an innovation powerhouse. It often feels that way, but it shouldn’t. If you look...

Collaboration: The Skill to Tackle Your Biggest CX Challenges

What’s your biggest CX bugaboo, that one that just doesn’t seem to go away? Maybe it’s those frustrating silos, creating compelling business cases, data integration...

Selling CX: 3 Steps to Make Dreams Come True

When was the last time you took time out to practice your sales skills? Yes. Your sales skills. If you’re like most people who don’t officially...

6 Ways to Take Your CX Strategy to the Next Level in 2019

Is delivering your ideal customer experience effortless? Does it just seem to happen, everything chugging along, everyone on the same page, working together, finishing...

How to Keep Unconscious Bias from Sabotaging Customer Experience Success

Is unconscious bias impacting your CX programs and initiatives? Yes, it probably is. Thankfully, it's not as difficult to overcome as you think. This...

Should Customers or Employees Come First? Yes!

Is it customers first? Or is it employees first? You could spend days debating this one and still not come up with an answer...

How to Increase Your Odds of CX Success? Measure Less. Talk More.

We measure CX more often, in more depth and in more ways than ever before. We are surrounded by mountains of data and metrics...

THE CX Skill for 2018

Be curious. Be lazy. Be often. Now, I am guessing your eyes might be lingering on the word “lazy” and be ready to stop reading....

Want to Boost CX Innovation? Step Outside the Office

Nurturing and supporting the values of your organization outside of the office makes your vision more authentic to your employees. And it enables them to have experiences that drive new insights and ideas, feeding innovation back into the business.

3 Questions to Improve Your CX in 2018

You’ve probably seen one of the latest Google Pixel 2 Commercials – “Questioning”. It starts with “When you change a period to a question...

How to Get Support for Your CX Vision? Just Ask

A few months ago I was in my neighbourhood bookstore and came across Amanda Palmer’s “The Art of Asking”. I have been told by...

6 Ways to Take Your CX Strategy to the Next Level in 2018

A number of years ago, I had the opportunity to hear members of the Zappos team speak at a conference. You could tell by...

Stay on Top of Your CX Game: 3 Ways to Keep Learning

A couple of months ago I made a switch I had been dreading: I made the move ...

3 Ways to Humanize Your CX Strategy

Just over a year ago on a beautiful summer day here in Toronto, my husband and I...

Build a Diverse CX Team to Boost Everyday Innovation

In 2012 I stood in line with great anticipation for the Seth Rogen and ...

5 Ways to Rally Support for Your CX Vision. Hint: Start with “Why”

Over the Christmas break I was sitting in the stands of the University of Toronto pool as...

Give Procurement — and Other UNusual Suspects — a Seat at Your CX Table

Include the “unusual suspects” at your CX table to extend your reach, multiply your impact, and...

CX Practitioners: Don’t Go It Alone. Partner with HR to Multiply Your Impact

Customer Experience Practitioner. Not a role for the faint of heart! When I think back to my early years in Customer Experience (back when it...

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