Who leads Customer Experience? I’m seeing dramatic growth in companies who are committing to dedicated customer experience (CX) roles – specifically in leadership. There’s a parallel shift towards design leadership and in general executives who embrace “experience” as a core value. These new leaders are often walking into traditional and often outdated organizational structures which… Read more
Regarding: Organizational Culture
Strengthening an Organization with Human Centered Design
The project had all the ingredients for a successful Experience Design recipe: the right product; the right mission and values; and the right team. The Organizational Mission: To assist patients in achieving the highest quality of life possible while remaining at the lowest practical level of care. Dig into the details to learn How Building… Read more
CX and Organizational Values on UX Mag
One of my greatest passions is working with leaders and teams as they prepare for and enact change initiatives around CX. I wrote an article for UX Magazine entitled “Implementing Customer Experience as an Organizational Value“. I’d love to hear about your experiences when bringing this change to your organization. What worked? What didn’t? What… Read more
Forget the Rockstar – Find a Collaborator
I’m seeing a lot more of this lately. Companies looking for a “Rockstar” user experience designer. The thought that keeps crossing my mind is, “Who wants to work with a Rockstar?” When I’m looking to build a team that aspires to achieve at a high level my thoughts are far from seeking out a Rockstar…. Read more
