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