Angels are out there to make you feel special. Are they? Yes, in fact, that is what strategy 32 is all about. There are always angels on your path, the lights on your journey that make the world go round. Not just in life, but most certainly also as a CX leader. Or why not [...]
Strategy 31 – Trust the universe – might not sound like a strategy to you. Especially if you are the kind of person who just only trusts science. In that case, skip this chapter, but if you are a bit curious, I would say listen to this strategy. Why? Trusting the universe helps me daily, [...]
Strategy 30: Get your hands (and feet) dirty. What has the clay on my walking shoes to do with customer experience? Everything. It's easy to stand on the sideline and talk about customers and what you should improve. But the thing is: talk to customers and not about customers. Thát is what I mean with [...]
Work agile. That is strategy 29. In this video you'll learn how little tweaks can improve not only your projects, but also in the way you work. By just changing one little thing at the time, you'll see big changes in the longer run. Let me show you this principle based on my search for [...]
In the dynamic of Customer Experience (CX) leadership, communication is essential for engagement, persuasion, and education. However, even the most seasoned CX leaders can fall prey to certain communication pitfalls. With the result that they don't get their message across, colleagues don't understand them and more important, people don't get into action. Identifying and addressing [...]
Strategy 28: Work data driven. Expert advice is nice, but solid proof is better. You can use data to make your CX practice future proof and based on facts. It is actually the only way to go. Even as a pilgrim, the right data helped me finding better fitting walking shoes. How? Watch this video! [...]
Not everything you want in your (work) life can be expressed in numbers, in ROI, or cold hard cash. What matters is the belief in what you do. This is also crucial when it comes to Customer Experience. You are in the business of business. Strategy 27 is 'Belief helps'. How does belief help you [...]
This episode of the CX Leadership Talks podcast Design methods and CX leadership are the topics. Krisztina Kanizsai is my guest and a multifaceted professional with expertise in service and customer design, as well as UX research. Her mission is to create meaningful experiences that have a positive impact on business results. The conversation in this episode [...]
Slowing down gives you time to reflect. And this is necessary if you want to think about the larger themes in life, both on a personal and on a business level. Speeding up is a good thing if you want to achieve your goals, but speeding only will bring you less. You want to know [...]
Strategy 25: Speak the language. We all speak our own language. And even if we speak the same language, we might misunderstand because we use terminology the other won't understand. Do we give the same meaning to a word? In this video I'll tell you why it's important to speak the same language. Find it [...]