Krista Sheridan: How to Build a Culture that Empowers Your CX Vision
Four Ways to Take Your CX Strategy to the Next Level in 2020
2020 – The year that once felt so far away, so incredibly futuristic, is now just around the corner. Along with this much anticipated year, you’ve probably heard or been reading about a plethora of new and exciting technologies that will fundamentally change how we...
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 just to accommodate everyone. And when you come to the end of a meeting, no one wants to leave. The...
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 up innovation in the dictionary, here’s what you find: Innovation: noun. 1: the introduction of something new. 2: a new idea, method,…
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 headaches, selling CX to senior leaders or skeptics, or figuring out your AI opportunity. Whatever it is, if you can…
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 have “sales” in their title, you probably have the “huh?” look on your face, or maybe you even recoiled…
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 each other’s sentences, everyone in tune and in sync? No? Not exactly? Well, that description might seem a little over the…
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 morning you likely did a bunch of things: woke up, had breakfast, maybe took care of children or pets, got...
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 that everyone could live with. My question is: Do you have to choose? Does it have to be one OR the…
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 and dashboards. And yet, less than 1/3 of CX initiatives are successful. What if the answer was less measuring, fewer numbers?…
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. I get it. As a CX leader or practitioner, you’re busy with a never-ending task list. You wear many hats....
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 mark, it changes everything”. It seems pretty simple, but as the ad runs, you quickly notice the power of this seemingly...
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 many that I need remedial lessons when it comes to asking for help, so I grabbed it. I read it,...
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 the way people were sitting forward in their seats, the number of hands that went up for questions, and the...
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 from my beloved BlackBerry to an iPhone. I am still pining for the full keyboard and will...
3 Ways to Humanize Your CX Strategy
Just over a year ago on a beautiful summer day here in Toronto, my husband and I had spent the day working in the garden and were coming back into the house to unwind...
Build a Diverse CX Team to Boost Everyday Innovation
In 2012 I stood in line with great anticipation for the Seth Rogen and Barbara Streisand movie – “The Guilt Trip”. I’m not sure if these ...
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 a spectator at my daughter’s competitive swimming training camp. A new assistant coach had the team sitting...
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 build a culture that enables your CX vision instead of eating it for...
Build a Hiring Plan that Supports Your CX Vision: 5 Practical Steps
Making hiring part of your Customer Experience (CX) plan to extend your reach, multiply your ...