customer understanding

October 18, 2019

How many exposure hours have you had recently with your customers?

Back in April, I talked to Andy Macmillan, CEO of UserTesting, about a new industry report that they had released – The Rise of the Experience […]
September 28, 2019

You can’t transform something you don’t understand – Interview with Annette Franz

Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience thought leader. Annette joins me today to […]
November 26, 2018
World of Warcraft

The 73 year old lady and an unexpected customer service lesson

Recently I had the pleasure of speaking to James Dodkins on his Rockstar CX podcast. As a precursor to the show, James asked me to collect […]