Image courtesy of Pixabay Is your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution – actually, it’s the lack thereof. You’ve got a ton of data, insights, and intentions, but action is the key – and it’s not happening. Customers can feel it. […]| CX Journey™
Image courtesy of Pixabay Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience? Have you considered how a Trojan Mouse might help you gain traction in these efforts? Trojan Mouse. What is it? And how does it differ from a Trojan Horse? Well, […]| CX Journey™
How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. […]| CX Journey™