Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. hyken.com/customer-exper… #customerservice #customerexperience #CX

Measuring CX: Why You're Doing It All Wrong by Jeb Dasteel cmswire.com/customer-exper…

Check out my latest for CMSWire on a new way to measure your CX programs: #metrics #cx #customerstrategy #customerexperience #customerdata lnkd.in/gxpPH5rb

Small successes add up. To put it in baseball terms, you don't need to hit a home run every time it's your turn at bat. So, here's the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%?

I'm doing a bit of research on CX organization designs and would love your input. If you have 3-5 minutes, please click below and take the short survey. It's quick. I promise. #customerexperience #customerstrategy #customercentric #cx #cco lnkd.in/grX8jspg

Join us tomorrow on LinkedIn for a live conversation with CMSWire contributors Jeb Dasteel and Brian O'Neill to learn the five characteristics of effective CX leadership.

Looking forward to the conversation tomorrow - join us live if you can! lnkd.in/e3WsEh52

Here's the recording of the LinkedIn Live session Brian O'Neill and I did with Dom Nicastro / CMSWire on the 5 characteristics of effective CX leadership. Check it out. #customerexperience #leadership #cco lnkd.in/gw6necWB

Good morning. I'm following up on some CX org design research I'm doing, and would love to get your input if you haven't already provided. Please click here to run through a 2-3 minute survey: lnkd.in/grX8jspg Thanks for all the help! #customerex…lnkd.in/gQ-87vGk

Here's my latest on CX org design just published this morning on CMSWire: There's no one perfect model for the ideal CX organization, but there are a series of clear considerations and questions to ask to get to the right answer…lnkd.in/gPUMYdTJ lnkd.in/gumbQMBC

How to Design Your #CX Organization | Jeb Dasteel Must consider: 1. cultural characteristics 2. key capabilities/priorities define CX strategy 3. exerting authority across org 4. reporting 5. partnerships bit.ly/3IXRcaT #CustomerExperience

Thanks to David Sroka for great questions and a great point of view. Really enjoyed this interview. lnkd.in/dhdC2viw

.Jeb Dasteel and Brian O'Neill guiding the way again on the path toward effective CX Leadership. Here's the thing about these two: they've done it and are now imparting their wisdom. #cx #leadership #cmswirecontributors

Thrilled to roll-out this article with Jeb Dasteel and with help from so many of you in your survey participation. This is not just for CX leaders, but for those that truly value the importance of CX and the role it plays in the suc…lnkd.in/dzHehM_M lnkd.in/din3NVKh

The latest thoughts on CX leadership from Brian O'Neill and me via CMSWire: #cxstrategy #leadership #cco lnkd.in/gAVds5SQ

Lighting The Way: Rethinking CX Leadership By Jeb Dasteel Jeb Dasteel & Brian O'Neill Brian O'Neill Via CMSWire.com bit.ly/3XTfmHL #marketing #CX #CXLeadership

My latest on Brand Advocacy: The Strategic Importance of Customer Marketing published on CMSWire. The linkages between CX and Brand Advocacy are fundamental: There is no point in CX investment without brand advocacy, and it’s futil…lnkd.in/ggidksGB lnkd.in/g4Kf7PS3

During economic turndowns, Customer Experience often (almost always) ends up on the chopping block. Here's how to deal with this unfortunately all-too-common scenario so that CX doesn't just survive, it thrives. If you know me, you…lnkd.in/gPDqF3qu lnkd.in/gJKTMbRN

My latest published by CMSWire today on the intersection of employee experience and customer experience. I think most of us would agree - two sides of the same coin. 😀 #customerexperience #employeeexperience #experiencemanagement lnkd.in/gcqhzyr8

Here's my latest contribution to the G2 industry insights blog. It's about my 2+ decade experience as a leader at Oracle, one of the top technology companies on the planet. Ups. Downs. Serving customers. Serving the company. Lesson…lnkd.in/g-qdBdiS lnkd.in/g9ATfkCr