It’s hard to believe that only three weeks ago I was giving the third of three keynote speeches in March. Then in the span of a few days, everything changed. Every event on my calendar was either postponed or canceled,
Each weekend, I look forward to some quiet time to work on writing Book Number Two (no, that’s not the actual title!). I’m making a little bit of progress every day during the week, aiming for some productivity during this
A growing number of companies are installing a Chief Experience Officer (CXO) into the C-suite, with responsibility for every facet of the customer journey. Harvard Business Review even makes the case that every company should have a CXO. But what exactly is the job description
The healthcare industry in the United States has long been a dichotomy in its embrace of – and resistance to – technology. While some of the world’s finest technology is used to diagnose and treat all manner of illness, patients often have to complete paper forms in the waiting room and many doctors still take notes on paper medical charts.
America is getting older, and the healthcare system is buckling under the pressure. The double whammy of people generally living longer and the massive Baby Boomer generation creating the “largest-ever population of older adults in America” has necessitated a level of experience innovation in the healthcare industry that simply has no precedent.
Customer experience continued to be a hot topic in 2019, and 2020 should prove to be no different. Since consumers and corporate buyers have been given a public voice on social media, they’ve used that voice to demand better experiences
Guest post by Hardik Oza Businesses use all kinds of excuses for bad customer experiences. But no matter how much they try to validate their actions, lousy customer experience is bound to kill even the most successful business. This article
I might as well have just taken a selfie of me in the same pose as the man above as I was dealing with an online bank recently, trying to confirm my PPP (Paycheck Protection Program) loan. The PPP, the
Whether it’s bank interest rates, credit card rewards programs, sales tax or retail discounts, consumers are bombarded with numbers and math every day. Math, like politics, always seems to divide people (pun intended). Ask someone if they like math, and it’s usually either a confident yes or a strong no. In many consumer focus groups, the line “I hate math” is commonplace…
Marketing is becoming a data-driven discipline and with good reason. But many companies are lagging behind this trend, putting performance and ROI at risk. It used to be that marketing was looked at as a “soft skill,” whereas the finance people were the real quantitative minds […]