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Experience Management

How the LEGO Group is leading the way in people analytics

Before SAAS was even a thing, Melissa Kantor was working with Silicon Valley startups to implement advanced HR tech platforms. And after a jump across the pond to the UK, she enjoyed stints at some of the world’s largest firms – PWC, BNY Mellon and IBM – delivering huge HR infrastructure projects. In 2015, she […]

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Matt Dixon: Before encouraging customer loyalty, discourage disloyalty.

We’ve all heard about companies wowing customers with extraordinary acts. However, according to bestselling author, Matt Dixon, that’s not where we should be focusing our efforts. Matt argues that what’s important is mitigating customer disloyalty. Here’s how… Watch the full webinar – 4 Essentials of Effortless CX WATCH NOW Bestselling author of the Effortless Experience, […]

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A guide for HR digital transformation

In the experience economy, businesses and their employees are demanding more than ever from the HR team. This is hardly a surprise given the digitization of HR regularly features as one of the top ranking business priorities. People leaders are constantly being asked to replicate the seamless, fast, and interactive experiences we’re accustomed to as […]

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Government customer experience: are we making progress yet?

Over the past several years I’ve been asked more times than I can count: “Why should government care about customer experience?” The assumption is usually that governments don’t have to care about customers, citizens, and residents because government is a monopoly. So what’s the use? I understand why people would feel this way. Government doesn’t […]

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10 questions to ask when starting a B2B CX program

How do I deliver a great business-to-business (B2B) customer experience (CX)? This is a question we increasingly hear leaders from B2B organizations asking. And with good reason. By 2020, Accenture Interactive predicts digital CX will be the main differentiator for B2B companies. Yet despite the sector’s growing focus on CX, a paradox has emerged. 86% […]

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Jay Baer: Be a customer conversation starter

Where do you start with Jay Baer? New York Times best-selling author of 6 books? 7th-generation entrepreneur? Founder of 5, multi-million dollar companies? Or how about the fact he’s advised over 700 companies in his time including Nike and The United Nations? When it comes to CX, few people live and breathe it quite like […]

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