Authority Redefined in Search of Personal Responsibility20180305132644

Authority Redefined in Search of Personal Responsibility

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 healthc...
Using Behavioral Economics to turn Irrational Decision-Making into Exceptional Customer Experiences20171023171804

Using Behavioral Economics to turn Irrational Decision-Making into Exceptional Customer Experiences

Richard H. Thaler of the University of Chicago, my Managerial Decision-Making Professor when I was in business school at Chicago Booth, was awarded th...
Strativity’s Touchpoint Dashboard Unveils Customer Types and Enhanced User Interface20171017090042

Strativity’s Touchpoint Dashboard Unveils Customer Types and Enhanced User Interface

The world’s premier customer experience consultancy, Strativity Group, Inc., rolls out new features within Touchpoint Dashboard to help practitioners ...
A Family Tree to Take Your Journey Maps from Macro to Micro20170927155558

A Family Tree to Take Your Journey Maps from Macro to Micro

This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Remember that neighborhood kid who always...
#CustomerExperienceFAIL: How You Recover is Critically Important to Your Business20150608184519

#CustomerExperienceFAIL: How You Recover is Critically Important to Your Business

with Ari Ashkenas It’s never good news when an organization drops the ball during an interaction with their customer, but in reality this happen...