Megan Burns

Why trying to out-wow competition can backfire in B2B customer experience

If you’ve been to a conference lately, you may have noticed a trend: over-the-top vendor booths. I spoke at an event in Vegas recently and was surprised how much of a circus the exhibit hall had become – literally. In addition to t-shirts and...

Improving customer experience is like eating healthy and exercising. Good intentions aren’t enough.

Culture change programs are hard to get going, and in most cases the change doesn’t stick. They’re about as likely to succeed as the pledge you made to "eat healthy and exercise” back January. Here’s why it’s so hard – and what you can...

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