It was a busy year of interviews and podcasts to spread the word about my new book, Built to Win: Designing a Customer-Centric Culture That Drives Value For Your Business. I wrote this book mostly for company executives and leaders, but it’s also for others who want to help executives and leaders understand what being customer-centric means, why it’s important, and how to build the business case for building a winning organization where the customer is at the heart of all you do.| CX Journey™
In today's post, I share another lesson that brands are learning or should be learning about during this crisis: that if the customer is at the heart of your business, that if you've designed and are living a customer-centric culture, today's customer experience should be no different to execute on than last year's experience was.| CX Journey™
As we wrap up the year and the decade, I'm jumping on the countdown bandwagon and sharing my top 19 posts of 2019. It seems that hot topics this past year were journey mapping, customer-centricity, employee experience, and culture... among others. I have no doubt that these will continue to be hot topics in 2020 and beyond!| CX Journey™
