Leading Customer Experience

- Customer Experience, Organizational Culture.

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 These new leaders are often walking into traditional and often outdated organizational structures which… Read more

CX and Organizational Values on UX Mag

- Customer Experience, Organizational Culture, Theory.

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