Obsessing over CX for Millennials Ruins It for Everyone!
Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come with it, companies are trying just about...
View ArticleBrian Solis: Your Guide to an Experience-Driven Future
Customer experience is the new black. If you haven’t already heard, experience is HOT. Every savvy marketer, designer, branding strategist, corporate leader, social media blogger and keynote speaker is...
View ArticleWhat do Trends from SXSW 2016 Mean for Customer Experience?
It was my 7th? 8th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer...
View ArticleThe Intentionality of Patient Empathy
Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient...
View ArticleWhy Positive Word-of-Mouth is Insanely Powerful
What do you think when someone tells you about something that’s “gone viral?” Do you think it’s a funny video? A cringe-worthy comment? A parody of the latest topic in the zeitgeist? I don’t know about...
View ArticleFocus on the Negative Experiences to Get Positive Results
Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations. So while you might be doing your best to provide those...
View ArticleMaking the Most of #SXSW: How to Prep Like a Boss!
This will be my tenth journey to Austin for the South By Southwest Interactive Conference (SXSW) in March. It’s a crazy few days of social media, digital marketing, internet rock stars and barbecue....
View Article#SXSW: Emerging AI with a Focus on Greater Experiences
It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few...
View ArticleCustomer Service & CX Leaders Make the Best Magic TOGETHER
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role...
View ArticleCustomer-Centric Netflix Wins Big in the Most Surprising Way
Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request...
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