To receive a copy of the report as a PDF, sign up for my mailing list so I know you’re out there. Thanks! —JM Key takeaways: Remote work isn’t the same as distributed work. Placemaking forms the grounds for work-making.  Ch-ch-change is always an emotional journey. Collaboration is better than just cooperation. Future’s so bright. […]

I’m way behind on getting the CX Report done but the entire world’s been COVID-19-ized so that’s ooooookay. Because it’s quite minor when considering how the world’s managing a global pandemic at a major scale. This year I’ve commissioned Tony Ruth to provide a few Public Service Announcements on behalf of the earth and democracy […]

Design guru Jared Spool has an excellent post on the subject of the difference between CX (Customer Experience) and UX (User Experience) over here. He argues along the same lines as I’ve ascertained (Jared’s always a few years ahead of me!!!) that the root discipline of Marketing owns CX and traditionally advocated on behalf of […]

I had a convo with an incredible CMO today about the difference between delight and effort, and she rephrased it as the difference between “experience” and “expectation.” A customer expects the effort to be low — as tablestakes. In that case, the customer equates this with the “design.”

Reading this HBR article by Matthew Dixon, Karen Freeman, Nicholas Toman (2010) was a super helpful reframing of a lot of narratives I’ve been wondering about … The authors argue that to make your customer delighted is too abstract of a goal, and it’s better to simply measure the amount of effort they’re applying to […]