Welcome to our blog. On here, you will find a collection of articles from the entire panel and some great syndicated articles as well.

How emotions influence education

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1.Emotions drive decisions for learners and customers alike. Emotions are driving our decisions, and usually more than we

20 CX Commitments for 2020

I’m weirdly excited about this year. 2020 – a year of vision! (See what I did there?) This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course. We’re also going to execute big strategies based on

4 Ways the Experts Master Journey Mapping

Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. Many CX teams spend months on a journey map only to

Happy CX Day 2019!

Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your

Which Road is Your Customer Experience On?

This is a Guest Post by Ian Moyse, Sales Director Natterbox Who would have thought that in 2018, with all the technological evolutions we have already lived through in the past 10-15 years, from Cloud Computing, Smartphones, Social Media, Drones, Big Data, Virtual Reality(VR), Artificial

Big Data Versus Thick Data

It seems like a lot of people talk about data. It’s important to note that data plays a big role in today’s world. There is so much that can be learned from data, assuming you know where to look and how to analyze it. The good news is that even if you don’t know how […]

Big Data Versus Thick Data

It seems like a lot of people talk about data. It’s important to note that data plays a big role in today’s world. There is so much that can be learned from data, assuming you know where to look and how to analyze it. The good news is that even if you don’t know how […]

My Nimble experience just keeps getting better

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble, a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release

My Nimble experience just keeps getting better

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble, a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release

How We Reinvented Our Own CX

How We Reinvented Our Own CX Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Clients rave about the business results we help them achieve with CX and story. But, last

How We Reinvented Our Own CX

How We Reinvented Our Own CX Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Clients rave about the business results we help them achieve with CX and story. But, last

Who Would Eat Their Own Cash Cow?

In graduate school, I learned that Cash Cows are sacred. If a dairy farmer has a cow that gives milk each day, it has a valuable asset because every day they can count on more milk. In 1966, Boston Consulting Group borrowed the term from farming to introduce part of its new portfolio matrix.

Who Would Eat Their Own Cash Cow?

In graduate school, I learned that Cash Cows are sacred. If a dairy farmer has a cow that gives milk each day, it has a valuable asset because every day they can count on more milk. In 1966, Boston Consulting Group borrowed the term from farming to introduce part of its new portfolio matrix.

New Ways to Work

Change This new blog post series will help you deal with changes imposed by the new digital landscape. The kind that turns your world upside down when new tools, new technologies, and new methods force you to change the way that you work. Like you, I have been there. Technology Out of necessity

PIRCH Store Closings

PIRCH, one of America’s best customer experience companies is closing over half of its stores according to Chain Store Age. The store, its culture and philosophy, not to mention its award-winning design, have been a favorite case study of mine for years now. You can read it here.

How Nimble Makes You More Agile

Jon Ferrara co-founded the pre-Facebook, pre-Internet, pre-LinkedIn CRM system called GoldMine. His motivation was to connect people at a more personal level—to let them build relationships that build real value. That’s still his mission at his newer company, Nimble. Their product

A Nimble Interview On Being ‘nimble’

  Jon Ferrara co-founded the pre-Facebook, pre-Internet, pre-LinkedIn CRM system called GoldMine. His motivation was to connect people at a more personal level—to let them build relationships that build real value. That’s still his mission at his newer company, Nimble. Their

How to Know if Your CX Strategy Is Fake

I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. They have credentials

Who doesn’t just adore a time-saving shortcut? One of my favorites is the convenience of typing the first two letters of a web address into my browser and being magically transported to the site! But can you, or should you, take shortcuts with your customer experience? The problem with

One Of The Best CX Resources Of 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer

Purple Goldfish Hall of Famer–Pizza Shuttle

Hall of Fame Class of 2012–Pizza Shuttle I’m pretty sure everyone loves pizza. There are just so many ways that you can enjoy it. A variety of crusts, toppings, sauces, and servings really can make just about anyone happy. Plus, because there are so many different places to get

Purple Goldfish Hall of Famer–Pizza Shuttle

Hall of Fame Class of 2012–Pizza Shuttle I’m pretty sure everyone loves pizza. There are just so many ways that you can enjoy it. A variety of crusts, toppings, sauces, and servings really can make just about anyone happy. Plus, because there are so many different places to get

Purple Goldfish Hall of Famer–Ikea

Hall of Fame Class of 2012–Ikea I still remember the first time I walked into IKEA. Let’s just say that I once thought walking into Target was going to be a suck on my wallet. Of course, as anyone who has been to IKEA knows, there are ample opportunities to furnish your place for so

Purple Goldfish Hall of Famer–Ikea

Hall of Fame Class of 2012–Ikea I still remember the first time I walked into IKEA. Let’s just say that I once thought walking into Target was going to be a suck on my wallet. Of course, as anyone who has been to IKEA knows, there are ample opportunities to furnish your place for so

Customer Service is Improved by Matchmaking

“Your call may be recorded for training and quality purposes.” We’ve all heard this before. Companies use call center recordings for training and compliance purposes. But imagine a solution that uses technology, data and analytics in real-time to automatically match customers

Customer Service is Improved by Matchmaking

“Your call may be recorded for training and quality purposes.” We’ve all heard this before. Companies use call center recordings for training and compliance purposes. But imagine a solution that uses technology, data and analytics in real-time to automatically match customers

Customer Service is Improved by Matchmaking

“Your call may be recorded for training and quality purposes.” We’ve all heard this before. Companies use call center recordings for training and compliance purposes. But imagine a solution that uses technology, data and analytics in real-time to automatically match customers

Customer Service is Improved by Matchmaking

“Your call may be recorded for training and quality purposes.” We’ve all heard this before. Companies use call center recordings for training and compliance purposes. But imagine a solution that uses technology, data and analytics in real-time to automatically match customers

Personalized Marketing Solutions

You might have noticed that I talk a lot about customer experience. Perhaps this is because of how important the experience of your customer is–but how little time companies seem to put into making customer experiences special. One thing I’ve noticed is that over the years,

Personalized Marketing Solutions

You might have noticed that I talk a lot about customer experience. Perhaps this is because of how important the experience of your customer is–but how little time companies seem to put into making customer experiences special. One thing I’ve noticed is that over the years,

Personalized Marketing Solutions

You might have noticed that I talk a lot about customer experience. Perhaps this is because of how important the experience of your customer is–but how little time companies seem to put into making customer experiences special. One thing I’ve noticed is that over the years,

Personalized Marketing Solutions

You might have noticed that I talk a lot about customer experience. Perhaps this is because of how important the experience of your customer is–but how little time companies seem to put into making customer experiences special. One thing I’ve noticed is that over the years,

Purple Goldfish Hall of Famer–Pizza Shuttle

Hall of Fame Class of 2012–Pizza Shuttle I’m pretty sure everyone loves pizza. There are just so many ways that you can enjoy it. A variety of crusts, toppings, sauces, and servings really can make just about anyone happy. Plus, because there are so many different places to get

Purple Goldfish Hall of Famer–Pizza Shuttle

Hall of Fame Class of 2012–Pizza Shuttle I’m pretty sure everyone loves pizza. There are just so many ways that you can enjoy it. A variety of crusts, toppings, sauces, and servings really can make just about anyone happy. Plus, because there are so many different places to get

Purple Goldfish Hall of Famer–Ikea

I still remember the first time I walked into IKEA. Let’s just say that I once thought walking into Target was going to be a suck on my wallet. Of course, as anyone who has been to IKEA knows, there are ample opportunities to furnish your place for so little money. However, in taking

Purple Goldfish Hall of Famer–Ikea

I still remember the first time I walked into IKEA. Let’s just say that I once thought walking into Target was going to be a suck on my wallet. Of course, as anyone who has been to IKEA knows, there are ample opportunities to furnish your place for so little money. However, in taking

What Led to Amazon Being a Household Name

These days, Amazon is practically a household name. Of course, they haven’t always been at the top of the game. In fact, it took a lot of hard work and customer care to get to where they are now. Among companies today, Amazon is arguably the leader in continuously raising the bar. In

What Led to Amazon Being a Household Name

These days, Amazon is practically a household name. Of course, they haven’t always been at the top of the game. In fact, it took a lot of hard work and customer care to get to where they are now. Among companies today, Amazon is arguably the leader in continuously raising the bar. In

What Led to Amazon Being a Household Name

These days, Amazon is practically a household name. Of course, they haven’t always been at the top of the game. In fact, it took a lot of hard work and customer care to get to where they are now. Among companies today, Amazon is arguably the leader in continuously raising the bar. In

What Led to Amazon Being a Household Name

These days, Amazon is practically a household name. Of course, they haven’t always been at the top of the game. In fact, it took a lot of hard work and customer care to get to where they are now. Among companies today, Amazon is arguably the leader in continuously raising the bar. In

Purple Goldfish Hall of Famer–Kiehl’s

Hall of Fame Class of 2012–Kiehl’s Try it before you can buy it. Those words are music to my ears. Whether I’m buying a new car, sampling a new flavor of ice cream, or searching for a new pair of shoes–I want to be able to try something before I make my purchase. In

Purple Goldfish Hall of Famer–Kiehl’s

Hall of Fame Class of 2012–Kiehl’s Try it before you can buy it. Those words are music to my ears. Whether I’m buying a new car, sampling a new flavor of ice cream, or searching for a new pair of shoes–I want to be able to try something before I make my purchase. In

What Marketing And Change Have In Common

There are so many marketing companies out there these days doing so many different things. From commanding the digital space to being more effective in branding, marketing companies certainly aren’t lacking in options for their specialty. But while the number of marketing companies

What Marketing And Change Have In Common

There are so many marketing companies out there these days doing so many different things. From commanding the digital space to being more effective in branding, marketing companies certainly aren’t lacking in options for their specialty. But while the number of marketing companies

Purple Goldfish Hall of Famer–Kiehl’s

Hall of Fame Class of 2012–Kiehl’s Try it before you can buy it. Those words are music to my ears. Whether I’m buying a new car, sampling a new flavor of ice cream, or searching for a new pair of shoes–I want to be able to try something before I make my purchase. In

Purple Goldfish Hall of Famer–Kiehl’s

Hall of Fame Class of 2012–Kiehl’s Try it before you can buy it. Those words are music to my ears. Whether I’m buying a new car, sampling a new flavor of ice cream, or searching for a new pair of shoes–I want to be able to try something before I make my purchase. In

What Marketing And Change Have In Common

There are so many marketing companies out there these days doing so many different things. From commanding the digital space to being more effective in branding, marketing companies certainly aren’t lacking in options for their specialty. But while the number of marketing companies

What Marketing And Change Have In Common

There are so many marketing companies out there these days doing so many different things. From commanding the digital space to being more effective in branding, marketing companies certainly aren’t lacking in options for their specialty. But while the number of marketing companies

When Technology Leads to Behavior Changes

Some might argue technology is making us less human. Others would argue just the opposite. No matter which opinion you share, you can’t dispute the rising trend of personal data collection and its effect on behavior change. But while behavior change might not be your ultimate goal, it can

When Technology Leads to Behavior Changes

Some might argue technology is making us less human. Others would argue just the opposite. No matter which opinion you share, you can’t dispute the rising trend of personal data collection and its effect on behavior change. But while behavior change might not be your ultimate goal, it can

When Technology Leads to Behavior Changes

Some might argue technology is making us less human. Others would argue just the opposite. No matter which opinion you share, you can’t dispute the rising trend of personal data collection and its effect on behavior change. But while behavior change might not be your ultimate goal, it can

When Technology Leads to Behavior Changes

Some might argue technology is making us less human. Others would argue just the opposite. No matter which opinion you share, you can’t dispute the rising trend of personal data collection and its effect on behavior change. But while behavior change might not be your ultimate goal, it can

Purple Goldfish Hall of Famer–L.L. Bean

Hall of Fame Class of 2012–L.L. Bean In my experience (and probably yours) the word “no” when it comes to good customer service is unheard of. After all, “no” has a negative connotation in most cases. That’s why when, as a customer, I experience the word

Purple Goldfish Hall of Famer–L.L. Bean

Hall of Fame Class of 2012–L.L. Bean In my experience (and probably yours) the word “no” when it comes to good customer service is unheard of. After all, “no” has a negative connotation in most cases. That’s why when, as a customer, I experience the word

Purple Goldfish Hall of Famer–Besito

Hall of Fame Class of 2012–Besito Dining out continues to be a bit of a luxury these days. Whether it’s fast food or a sit down restaurant, the fact is that not every household can afford the perk of eating outside their home. Perhaps that’s why when I go out to dine with my

Purple Goldfish Hall of Famer–Besito

Hall of Fame Class of 2012–Besito Dining out continues to be a bit of a luxury these days. Whether it’s fast food or a sit down restaurant, the fact is that not every household can afford the perk of eating outside their home. Perhaps that’s why when I go out to dine with my

Big Data Versus Thick Data

It seems like a lot of people talk about data. It’s important to note that data plays a big role in today’s world. There is so much that can be learned from data, assuming you know where to look and how to analyze it. The good news is that even if you don’t know how […]

Purple Goldfish Hall of Famer–Mitchells

Hall of Fame Class of 2012–Mitchells As customers, we like to know that we’re appreciated. Perhaps that is why even the smallest gesture from a company we’ve done business with has a huge impact. Jack Mitchell is CEO of The Mitchells Family of Stores, and owns several high-end

It’s Your Turn For Voice Search

It’s not them, it’s you. Have you used voice search yet? The answer is probably yes if you’ve got an Amazon Echo or a smart phone. Have you used voice search in your business to improve your customer’s experience yet? The answer is probably no, but it shouldn’t be.

Galileo: A True Interactive Visionary

Many of you know that I started one of the world’s first digital agencies in 1992 with my business partner and creative director, Jackie Goldstein. We called it GALILEO. We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific

The New Paid PAID Vacation

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire. On the today show this morning, I was delighted by a new

The New Paid PAID Vacation

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire. On the today show this morning, I was delighted by a new

The Myth Behind “Low-Hanging-Fruit”

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit

The Myth Behind “Low-Hanging-Fruit”

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit

A Great Customer Experience—And The Rules Behind It

Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her

A Great Customer Experience—And The Rules Behind It

Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her

Your Process Flows Don’t Know Jack

A client was really excited to share something. “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they

The ‘Always On’ Enterprise

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer