Welcome, Andrew!
It is my pleasure to announce my blogging partnership with Andrew Gilliam! I tend to have a magnetic draw to people who approach life with passion, articulacy and professionalism. Andrew has been a fire underneath my bottom, cultivated thought-leader and fresh voice in my life (and on CX Accelerator) for many months now. I am ...
We’ve Poisoned the Self-Service Well
Self-service technologies like interactive voice response (IVR) and chatbot systems have a bad reputation. Many customers view them as roadblocks in their journeys, pain points to be eliminated. The technology was well intended, but as Peter Drucker said, “culture eats strategy for breakfast.” Have poor implementations contaminated the water? It’s true, the water has been ...
Experience This! Episode 38: How Nespresso Nails the Customer Experience Lifecycle
It was my pleasure to be featured on Episode 38 of the Experience This! show where I discussed Nespresso’s strategy and fantastic customer experience with hosts Joey Coleman and Dan Gingiss. Listen to the episode and get more information here!
Don’t Be A Jack Russell Terrier
Look up behavior traits of a Jack Russell Terrier. Any canine website will state something like “the energetic Jack Russell needs lots of exercise, is vocal, has the urge to jump & explore which results in a tendency to wander.” Unfortunately, I’m not discussing puppies in this post but rather how those traits can be used ...
#CXBookHuddle
I am very excited to have one of my recent projects go live today! I partnered with the wonderful Nate Brown, creator and founder of CX Accelerator, to start this book club (of sorts) for CX professionals! We have been heads-down working hard setting up everything from the website to coordinating with industry authors. The ...
The Caffeinated Tale of Nespresso & How They Do Customer Experience Right
Coffee is coffee is coffee? Wrong. Call me a coffee snob if you must, but there is a distinct line between good coffee and bad coffee. If you are unaware of this line in the sand, give me a holler and we’ll set up a time to get you on the right track. 🙂 Once ...
Diversity in Tech: Is the Paradigm Shift farther away than we think?
I have partnered with the fantastic people at <div>ersity to publish today’s blog post on Medium! This opinion piece/ blog post discusses some facts about our current workplaces, the Baby Boomer retirement situation, and how this all effects the paradigm shift towards gender and minority parity in technology. For those who haven’t heard of < div ...
