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Customer Experience (CX) maturity models are used by many companies to guide, measure, and improve their performance on CX.  You need a similar tool to empower Employee Experience (EX) excellence. I suggest an EX...

Customer personas — models that represent different groups of customers – have been a valuable tool in customer experience (CX) design.  Now it’s time to apply the approach to employees and employee experience...

Your Human Resources and Compliance/Risk/Ethics departments might not be the first to come to mind when you think about culture-building, they can – and should – influence it significantly. And they are only two of...

One of my go-to books on leadership is The First 90 Days: Proven Strategies for Getting Up to Speed Faster and Smarter, by Michael D. Watkins.  I regularly give it to folks who are transitioning into a new role. If I...

Accelerated agility, enriched engagement, and definitive differentiation — these are the top priorities brand builders need to achieve brand leadership today. The roles that brands play and the expectations people...

Innovation is supposed to drive growth and increase competitiveness, but if your innovation efforts aren’t producing the results they used to, it’s probably because product innovation is losing its power to produce...

How did Airbnb manage to recover so quickly from the Covid-19 pandemic? CEO Brian Chesky and the leaders at Airbnb focused on a few key priorities: the core business — they streamlined ancillary offerings and shored...

One thing I’ve learned from working with business leaders through three recessions and against fierce competition in fast-paced industries such as retail and digital technology is that it’s not enough to simply...

In a recent McKinsey survey, 82% of U.S. workers said that it’s important for companies to have a purpose, but only 42% reported that their company’s stated purpose had real impact. How can you avoid being an...

Back in early 2018, I wrote “2018 Will Be the Year of Employee Experience.”  Little did I know that only a couple years later, it would already be “The Year of Employee Experience 2.0”!  Yes, there’s a new...

In difficult times like the COVID-19 pandemic and protests over racial injustice, you might be tempted to hunker down, keep a low profile, and avoid taking on risk.  But now is not the time to pull back; you have the...

As COVID-19 shelter-in-place orders are relaxed and businesses start reopen, take action now to ensure your workforce is ready to re-engage.  Now is the time to hit the reset button with employees. Reset: employee...

Emotion has always been critical component for brands to connect with customers and business leaders to connect with employees.  But today, when the coronavirus has unleashed anxiety and decreased physical interaction,...

Are you cancelling your conference?  Postponing an event?  Re-thinking your approach to in-person learning and development programs?  I would like to help you navigate the disruption and uncertainty caused by the...

What does it take for a small business to scale?  An infusion of money?  A stream of innovations?  A big growth spurt? Research and consulting firm TrueSpace and Gallup have issued a new report that identifies the...

Over 15 years have passed since Harvard Business School professor and innovation expert Clay Christensen introduced the “jobs to be done” theory of innovation but his insights remain timely, relevant, and...

What brands should you pay attention to in the coming year?  I’ve just published my list of Brands To Watch In 2020.  Naming one brand per letter of the alphabet, the list includes Amazon and Facebook of course, as...

Every customer experience (CX) leader needs a CX Maturity Model. What is a CX Maturity Model?  A CX Maturity Model is a framework that identifies the different areas of development that CX requires, along with key...