Marketing & Strategy Innovation blog

So You Want to Be a CCXP...

Are you looking to earn your CCXP this year?

I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc. that you can read to help you prepare.

But there's no substitution for experience and having done the work.

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Customer Experience: Is Amazon Going Downhill?

My Good-ish Experience

I rented some movies so that I could watch them over the Christmas break. This didn’t work out with two movies. In the midst of watching these issues cropped up. And the screen advised me to contact Amazon Customer Support. So I did.

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Getting customer service out of the defence - Futurelab and infinIT.cx

Munich, 25th Jan  2019 - Customer Experience is the heartbeat of every business. However, there is still a negative perception around customer service - within businesses and amongst customers alike. Futurelab and infinIT.cx have joined forces to change this and to show the value of customer experience.

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If nothing else, AARP is persistent in promoting the value of the 50+

When I first became involved in the Ageing Business - a long, long time ago - AARP had been at it for years. And here they are today, still plugging away to make corporate America aware of the economic values of oldies.

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Marketing Is Critical To Success in 2019 and Beyond

As 2019 begins, it’s time to reclaim marketing as a key driver of business.  Management guru Peter Drucker once said, “Because its purpose is to creat

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Resurrecting the Dead Horse Theory

I challenge you think about things differently in 2019.

What got us here won't get us there, right?

I recently came across The Tribal Wisdom of the Dakota Indians, a 1999 article in the Guardian, that I felt needed to be resurrected. I had never seen this before.

You can read the article by clicking the link above, but here it is in its entirety. I guarantee that you'll nod your head and chuckle embarrassingly as you read it!

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Ponderings for 2019

I guess the most obvious and most likely thing that 2019 will bring is pretty much the same things as 2018 bestowed. Somehow that doesn't seem the right thing an observer about the ageing business should be saying - 'just read what I said about 2018'.

I have no doubt there will be the usual round of longevity conferences and innovation events that will be as memorable as they were in 2015, 2016, 2017 and 2018. Lots of ground breaking technologies and insights and lots and lots of hand wringing that 'something must be done'.

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DCX/CRM: Avoiding Failure (4)

This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here.

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What #CX Professionals Wanted to Know in 2018

What was on the minds of CX professionals in 2018?

And, most importantly, what does it mean for 2019?  That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year!

It's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) posts, the most-read CX Journey™ posts, that I wrote last year.

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Change Vision: Getting Employees on Board with Your Transformation Journey

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018.

Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome.

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