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  • Dear Friends, Colleagues and fellow proponents of change: On May 15 my new book Next Is Now – 5 Steps For Embracing Change will be released.  I dedicated 2.5 years of my life to writing this book for a single reason: to help people stop......

  • In the past 16 years, I have been involved in over 200 customer centric transformations with organizations around the globe.  Like me, you might think that becoming customer centric is common sense, that it should not be so difficult.  You may also think that it......

  • Inc.com April 12, 2018 Engagement declines when employees feel disconnected. Here’s what to do. by Alison Davis, Founder and CEO, Davis & Company Many elements contribute to morale. So it’s often difficult to know what to focus on to improve employee engagement. That’s why the......

  • By Gwen Moran, April 29, 2018 FastCompany.com Whether you’re working for a promotion or trying to change jobs altogether, every career requires a measure of change. For those craving something new or different in their work lives, the people who manage change for a living......

  • The CEO Magazine   Organizations and executives crave predictability and consistency. Bearing the burden of accountability to stockholders and stakeholders, CEOs seek complete visibility to their companies’ operation, performance, and results. This obsession with consistency and predictability is what often keeps organizations from adapting more......

  • Take time to think about what’s next.  Click Here to view....

  • As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. That includes making interactions easier, making more informed, fact-based decisions, and being more proactive in improving their own health. The availability of this......

  • Creating a Patient-Centric Culture By Steven Walden, Strativity Group  Sue Kong, Director at NHS Elect had the pleasure to interview Steven Walden, UK Managing Director of Strativity Group, LLC. Steven has a career in customer experience, most recently serving as Director of Customer Experience at......

  • Appearing in Loyalty360,org, March 1, 2018 A recent cover story by the Economist, titled “Doctor You,” paints a vivid picture of the future of healthcare. In that future, patients will be using digital tools to self-diagnose their conditions and may be using physicians more as......

Thought Leadership

Using Behavioral Economics To Create Exceptional Customer Experiences

Behavioral economics accepts that consumers are often irrational and make decisions based on various influences. By leveraging behavioral economics, companies design exceptional customer experience and even “nudge” customers to certain preferred behaviors or interactions to exceptionalize the customer experience and optimize customer lifetime value.

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Six Steps to Journey Management

Journey management is defined as “an active process used to optimize the journey over time as the organization and customers evolve.” It enables an organization to remain on course in its efforts to optimize the journey and the customer experience. This six-step process of connecting…

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An Introduction to Journey Mapping, Journey Prioritization, and Journey Management

Journey mapping is the starting point for customer experience efforts in many organizations. While an important initial step in improving the experience organizations deliver to customers, on its own, journey mapping does little to change an organization’s customer experience for the better. Meaningful improvement in…

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Capable Ready and Willing: the Employee At the Center of the Customer Experience

Differentiating one’s products and services from that of their competitors is becoming more challenging because of competitive alternatives. Because today’s customers are unwilling to compromise on either product quality or speed of service, companies are required to offer both personalized solutions and rapid service.

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