“Future-Focused” Employee Experience

“Future-Focused” Employee Experience

Recently I acquired a deeper appreciation for artwork while participating in a few “paint parties,” where an artist helps a group of novice individuals paint on canvas.  Some who attend leave with a cute picture, and others leave with something that never sees...
Client Experience is like a colonoscopy?

Client Experience is like a colonoscopy?

You may think, what? I know it sounds crazy, but it’s true. I read an article recently that shared research from Dr. Daniel Kahneman’s “Peak/End” study and supported ensuring that each of your client’s interactions with your team is positive. In the study, Dr....
Sound Like You Feel

Sound Like You Feel

It’s a recurring argument that I hear from clients, and I know it’s coming.  “I want to appear authentic!”  It’s a noble intent. Who doesn’t want to be true to themselves?  But how you feel about yourself and how others observe you can be miles apart. This chasm...
CX and EX – What’s the connection?

CX and EX – What’s the connection?

In a recent post,  Annette Franz, CCXP writes, “In business, your culture is the soul of the organization.” If, as she reminds us, the soul is the essence or the moral force of a person, the part of a person that consists of their mind, character, thoughts, beliefs,...