I'm collaborating with Thematic & CXPA to research #CX executive commitment within organizations. I'd be grateful for 2 mins of your time to fill out the survey: surveymonkey.com/r/cxbuyin To thank you, you'll be in the draw for a $100 Amazon gift card! #custexp

#B2BNext Chicago speaker Larry Keely shares the story of entrepreneur Rich Barton to illustrate that innovation won’t happen if you’re worried about a cleaning up corporate broken glass. Innovation happens when we leap, not when we tiptoe. lnkd.in/ejjpY43

At #B2BNext in Chicago, Megan Burns reminds us that “Great Customer Experience isn’t Magic”, but instead is built on systems. lnkd.in/gCDWki6

Brice Stokes of Charles Schwann shares solid tips for making the most of your work with your #UX team. Great for enterprise #CX professionals, product managers and business unit leaders. At #B2BNext in Chicago.

Ready for the Verizon 5G event in San Francisco! Beautiful weather today. #5G4B2B #IamVZ

Daymond John: “The biggest investment is to invest in people.” Is your company listening???

In San Francisco at the Verizon 5G event learning from Daymond John of Sharktank fame. This entrepreneur shares some great advice to succeed in innovation: make affordable investments, fail fast and learn. #iamvz lnkd.in/e3DUEwG

In Chapter 17 of Customer Understanding, author Annette Franz, CCXP helps #CX practitioners avoid "customer journey maps are a waste of time" syndrome by: 1. Defining what CJMs are NOT: They are *not* simply process, touchpoint, empathy of lifecycle maps. 2. S…lnkd.in/eywPrPS

Using ServiceNow, Virgin Trains can refund money to customers who need to cancel their itinerary within 6 minutes using a virtual agent in their digital CX solution. 6 minutes! Major US airlines, are you listening? #cx #dx

Listening to one of my favorite #CX speakers, Michelle Brigman of 7-Eleven, talking about customer service in the digital workflow at the ServiceNow even in Dallas. Many companies are excited about digital transformation, but #DX introduces complexity into the…lnkd.in/eKiF8pf

Sharing some more wisdom from today's ServiceNow event in Dallas. This wisdom comes from 7-Eleven's Jerry Campbell regarding their #CX Team's approach to service innovation: lnkd.in/edZdkwk

Kim Smyth of AstraZeneca emphasizes how IT teams can no longer focus on maintenance and efficiency. They are now required to contribute - in a big way - to the #DigitalTransformation of our companies: our processes, products, services and customer interactions.

Who is going to be at NextGen CX in Indian Wells, CA this coming March? Drop me a line so we can connect! lnkd.in/eAQEbub

The most fun I’ve had in an interview, for sure!

So exciting to be part of a company driving these types of innovation partnerships! #IamVZ lnkd.in/eR-z_kR

Consumers rely on reviews to inform purchase decisions. Jacki Klingseisen of Land o Lakes reminds us to acknowledge positive reviews very specifically: “We are so pleased our almond cookie recipe is a part of your family’s holiday traditions.” #AstuteConnect2020 #DCX

Today's guest post... great topic posed by Sarah Simon, CCXP! >> Unified CX: Bringing The Camps Together | CX Journey™ buff.ly/3cN4cgN #custexp #custserv #mr #mrx #voc

Let’s take a hard, honest look at ways to end the CX bickering and pull CX teams together to collaborate for the good of the customer.

Enjoy several cameos from #CX leaders you know and love!

This was fun to write - and also an important #CX topic to raise!