Let's talk about something tricky this week. Something many CX professionals struggle with: how do we sell our results? How do we market ourselves as CX professionals and our CX team within the organization? Spoiler alert: Most of us do this ... um ... very poorly. Sorry. But pay attention, please! The common pitfall: Focusing on efforts, [...]
Have you ever sat in a meeting and thought, "They really believe they're doing great when it comes to customer centricity, but I experience it completely differently..."? If so, you're not alone. This thought crossed my mind during a recent conversation with a client exploring whether I was the right speaker for their leadership event. [...]
In the fast-evolving world of customer experience (CX), one area often overlooked is the public sector. Yet, it's here where CX can make a profound impact, helping to restore trust, improve services, and build stronger connections between governments and their citizens. That's why I'm thrilled to share the latest episode of the CX Leadership Talks [...].
The age of AI is here, and as CX leaders, it's no longer a matter of if but how we adapt to this revolutionary shift. In the latest episode of CX Leadership Talks, I had the pleasure of speaking with Mia Liljeberg, an expert in digital leadership with an impressive background in change management and [...]
This year marks a major milestone for me: ten years of entrepreneurship. As I reflect on this incredible journey, I'm filled with gratitude for everyone who has been part of it. But more than that, I want to share my story with you - not just to celebrate, but to inspire you to ask yourself [...]
Happy new year! Happy New Year!!! A fresh year has arrived, and with it comes an opportunity to reflect, reset, and recharge. As always, I kicked off the new year by setting clear goals - though this year. I was a little late. On January 5th, I carved out time in my calendar to map [...]
As the year winds down, it's the perfect time to pause and reflect on what 2024 brought to your CX leadership journey. Often, we're so focused on what's next that we forget to celebrate our achievements, learn from our challenges, and refocus our energy for the future. That's why I've dedicated my latest podcast episode [...]
Hello, CX Leadership aficionados! Welcome to a conversation that is as vital as it is often underestimated: budgeting. As CX leaders, it's crucial to understand that no budget means no results. In the latest episode of CX Leaderships Talks, we'll explore how effective budget management can help you achieve exceptional outcomes within your organization, your [...]
Last Thursday was nothing short of magical! The International CX Awards 2024 brought together 250 CX professionals in London and another 400 tuning in online to celebrate exceptional projects, brilliant minds, and stellar results from around the globe. And yes, there I was - proudly co-hosting this incredible event in my signature blue dress alongside [...]
Picture this: my team and I arrive in Rome, ready to check into a gorgeous penthouse Airbnb overlooking Piazza Navona. A real gem with high ceilings, beautiful bedrooms, and an incredible rooftop terrace calling out for Italian wine and good company. It was perfection - almost. Then, we met our host. As we approached, there [...]