Culture: Lego & GSK Talk Customer Centricity (2min) Who owns customer centricity? CMO’s from Lego and GSK discuss how customer centricity is informing agile and responsive organisational behaviour, how they are …
Are You Using Empathy Nudges?
What does your team discuss in their daily stand-up? This was a question I asked my LinkedIn connections this week. Typically it’s: 1. What did you do yesterday? 2. What …
CX Leadership: Making Customer Centricity Sticky
This morning started like most. Part of my AM ritual is reading the latest CX news and views. A story on Deloitte’s CMO Survey caught my eye; it revealed that …
The Ripple Effect: What CEOs Value Most
What’s important to us drives our actions. Our behaviours big and small reflect what we care about. In organisations too, what’s valued by the CEO informs the business’s mindset, language …
Customer Experience News 147: LinkedIn CX Leadership, Being Human, Dropbox Customer-Centricity & Uber Air
LinkedIn Lessons on CX Leadership (2min)In this CX Network interview, Perry Monaco, LinkedIn’s Head of Customer Success (Canada and New Business), shares his insights on the evolution of customer experience and …