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....
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...
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,...