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Thought Leadership Articles

4 BIG Lessons Learned as a CX Leader — Or, What I’d Like to Tell My Younger Self!

After eight years I recently resigned as a leader of global customer experience for a technology company. Eight years is a long time in...

Become a B2B Revenue Marketer or Get Left Behind!

A couple of decades ago, I was speaking at B2B marketing and sales conferences on the topic of: Bridging the Marketing and Sales Gap....

6 Actions to Deliver a Great Self-Service Experience

The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always...

Experience vs. Touchpoint Journey Mapping: What’s the Difference?

I had a recent experience with a prospective client. They are a large global (bricks and mortar to digital) retailer who told me that...

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