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 [...]
In an age where digital communications dominate, the charm and impact of handwritten notes in business are more relevant than ever. Our latest episode of CX Leadership Talks explores how integrating this personal touch into customer journeys can foster meaningful relationships and distinguish a brand. Here, we'll outline five strategic points in the customer journey [....]
As CX leaders, we often find inspiration in the most unexpected places, and this week is filled with fun, quirky celebrations that we can draw a little CX magic from. November 18 brings a trio of special days: Minnie Mouse's Birthday, National Vichyssoise Day, and Underwater Hockey World Day! Yes, you read that right. Let's [...]
In today's fast-paced, data-driven world, we often find ourselves relying on hard facts, figures, and metrics to tell our stories as leaders. After all, numbers don't lie, right? But here's the thing: while numbers might tell us what's happening, they rarely make us feel anything. And without that emotional connection, the impact of our message [...]
First of all, a big thank you for all the wonderful reactions to last week's blog on being the CRO - Chief Reminder Officer! Your feedback keeps me energized and motivates me to keep delivering valuable content for your CX journey. Today, I want to take you behind the scenes of a transformative weekend I [...]
Let's dive into the ever-evolving world of customer experience (CX) together, because you and I both know that being a CX leader is more than just understanding customers. It's about crafting authentic, engaging stories that resonate not just with your customers, but with your teams as well. I talked about this in my latest episode [...]