Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017 Can you tell us how you got into CX and why you find the space so interesting? In 1999, I was working as a thought leader and executive consultant at IBM. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). Together, we worked on the wireless drive-thru experience for McDonald’s. Lou taught me how to ‘read’ a busi ..read more

..read more

..read more

Each organizational and national culture is unique; so yes, you do need to be sensitive to them. Here are some general guidelines: Be conscious of the role hierarchy plays. In certain cultures there is a deep hierarchical bent; and if so, unless the ‘story’ comes from a ‘senior’, it may not really have the impact you want. In these cultures, you may need additional skills, etc., and facilitation to get full participation. Gender bias is more prevalent in certain cultures than in others. So, be mindful of WHAT story either gender tells. Or else, this may result in being counterproductive ..read more

..read more

..read more

..read more

How did you meet Steven Sambliss? He reached out to me on LinkedIn about two years ago. He was researching a virtual training concept and looking for funding. The original concept was a year or two early, then the pandemic hit. Now he’s proven the great potential of the 1Habit concept, and he’s really running with it. It’s both an editorial slant and a publishing production system. He’s fundraising and I’m excited about where his ideas are headed. How did Steven approach you regarding this book, what convinced you to be a part of it? Steven told me that the minds of many are wiser than the min ..read more

The post Listening to Your Customers’ Unmet Needs appeared first on Storyminers ..read more

The post Telling Your Story appeared first on Storyminers ..read more