When it comes to designing the customer experience, personas take us closer to the individual customer’s desires than anything can, short of customizing or personalizing for the individual. Experiences are designed at a macro level for each persona, making...

6 days ago 1

In business transformation work, whether it's culture, employee experience, or customer experience, the most powerful shifts don't happen because of a single program or a top-down mandate. They happen when people observe, practice, and pass on new ways of...

1 week ago 3

🚨 “Why the shift to culture?” 💬 I get this question a lot. But here’s the thing… it wasn’t a shift. It was the natural evolution of how I’ve always approached customer experience - and how I’ve come to...

2 weeks ago 7