Professional. Competent. Congenial.
One of these things is not like the others. I was engaging with another blog on the topic of professionalism. I’ve been in hospital recently, and it made me think
Category: Customer Experience
Questioned Integrity
A few years back— and without divulging the name—, I was consulting a manufacturing client. This company had retail and commercial operations. The retail arm was by far the largest
Agile Short: Customer Satisfaction
In this series, I am going to share my perspective on each of the 12 principles underlying Agile. Our highest priority is to satisfy the customer through early and continuous
Customer. Experience.
In a perfect world, every company would have a Chief Experience Officer. A CXO is chiefly accountable for the experience customers have interacting with a company. This should be obvious.
Frictionless.
In this segment, I talk about friction. More to the point, the lack of friction. Frictionless. Because that’s the promise of digital. This segment may be more wonky than some