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Who Owns the Customer Experience?

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her...

Customer Experience… Mystery, Myth, Mission or Magic?

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...
Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

In this installment of the Lost in the Labyrinth series, I focus on Brand Energy Power, an organization’s internal furnace that breaks down silos...