CXps 2018 Updates

“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...

A shift in focus

A shift in focus

Research shows the landscape is changing. To succeed, your firm must respond to this change by shifting your focus from what you deliver to what your clients experience. Historically, the focus for most firms has been on efficiency - scope of work, frequency of...