Taking Flight with Big Data | Part 2 of 3 {Infographic}
As you will recall, we are in the 2nd of a 3-part series highlighting, of all things, an airport. (If you missed last week’s post, you can find it here). That airport is CVG (Cincinnati/Northern Kentucky International Airport), a place where leaders have partnered in innovative ways to use technology to collect passenger data for…
Catching Great Leadership Skills
Leadership skills learned from a great leader At a time in history when political leaders often polarize, I’ve been blessed to work with community and business leaders who unite, empower, and transform. A couple of weeks ago I made a point to have dinner with one of those leaders. His name is Johnny Yokoyama. It…
5 Things You Should Not Do in the Name of Customer Experience
I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. Dick, Jane, and Spot In case you aren’t familiar with the Spot referenced by the reader, he/she was a dog companion of Dick and Jane. Part of the…
Redesigning Process Improvement in the Age of AI & the Customer {Infographic}
As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers.
The Future of Customer Experience Delivery
My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery)…
Business Sustainability Infographic
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