We’re finally getting around to an episode on… procrastination. Neha and I explore why we put off those things we know we should be doing. And we start it all with an invigorating breathing exercise that will give you the energy to tackle those tasks you…

A recent Forester study found that 82% of decision makers say that CX is a top priority. But that same study found that most brands are struggling to know where to start. To help kickstart this process, we’re introducing a multi-part series I’m calling “…

Too often, humility is in short supply among business leaders. And yet it’s a powerful quality that can affect real change in your organization. Today Neha and I take a humble look at leadership, and learn how to balance confidence with humility. Plus, a…

As Carrie Fisher once said, the problem with instant gratification is that it takes too long. Let’s face it — we don’t like to wait, especially when using an app or a website, where even a short wait can feel like eons. Today we talk about the importance…

It’s Monday, and we’re back with the Breath Yogi. Today we talk about the importance of attitude, and how a good (or not so good) attitude can make or break a customer experience. It’s good advice for business — and for life. Plus, a couple of breathing …

I’m back in New York (at least for a while), and back in the office — a real-life, physical office — for the first time in more than a year. And I’m certainly not the only one going through this change. So, what will the new office experience be like? Ho…

It’s bargain basement day on the CXM Experience as we look at two recent brick-and-mortar retail adventures. Both positive (or, at least, mostly positive), and both excellent examples of the value of the shopping and checkout experience. It doesn’t have …

Today is all about VIM and vigor. Well, maybe not the “vigor” part. But definitely VIM. It stands for Values, Identity, and Moments. And it’s a different way to connect with your customers in order to find the people you should be talking to. The signals…

Neha (the Breath Yogi) joins me for a Pride Month celebration, and a discussion on sexual identity. Plus, two breathing exercises to kick off the week. Follow Neha at: https://www.instagram.com/thebreathyogi/ See all CXM Experience podcasts The CXM Exper…

You can be the smartest person out there. But if you don’t have stakeholder management skills, it’s going to be tough for you to affect real change. Nick Nunes is back for part 2 of our discussion about the power of data, and how to use it to influence y…

Brands have quickly embraced modern channels — except for their customer care centers. Far too many still rely on antiquated 800-numbers. It’s time to rethink your care organization and transform it from a cost center to a profit center. Nick Nunes, Soci…

Not one, but two breathing exercises to start your week. Then Neha and I look at the benefits — and potential challenges — of a post-pandemic world. Follow Neha at: https://www.instagram.com/thebreathyogi/ See all CXM Experience podcasts The CXM Experien…