This turned out to be a particularly timely piece on proving ROI in #CX. Glad for the opportunity to contribute. Check it out for free here.

In case you missed it, lessons on how to kick off a #CX initiative the right way

Terrific addition to the LRW family. It makes so much sense to have a digital agency as part of our “Action” unit. Welcome T3!

Looking forward to an action packed #CXDay2019

Just one week til #CXDay and looking forward to a great event with the @CXPA_Assoc Boston local network. Still time to register at eventbrite.com/e/best-practi…

Well put

Those of us onstage, fortunately, got seats :)

Glad you could join us!

This was a core message last year too. I agree, but I also see so many organizations just on the starting line with #CX that I think we have a 2nd (maybe 3rd) wave of evolution in the discipline coming.

I like @hmanning’s #CX analogy about breaking the sound barrier - it took radical innovation, not doing old best practices better. I’d suggest innovation here is most needed in execution vs. strategy. In most sectors, strategy is execution.

Had a great time with the @LRW_CX @Medallia and @StrativityGroup teams at #MedalliaEXP. Here are some thoughts coming out of the event.

To unlock the passion of its people, Petco made big and small changes to the employee experience to show it listened and cared - got rid of aprons, added pet bereavement, etc. Remove the barriers holding people back and you will see people’s full potential. #MedalliaEXP #CX

Holland America Lines President doing a nice job plainly describing the connection between internal culture and external experience. It’s pretty simple and intuitive. Few people would disagree. But then you ask them to change... #MedalliaEXP

My POV: Building capability to compile useful customer profiles from across data sources as an “experience system of record” moves Medallia into a different category (over slightly longer term), competing more with CRM and customer service platforms. #MedalliaEXP

Medallia CEO on visiting executives at major brands: They say they don’t really get digital transformation, but they think they need some. Now $1.3 trillion has been invested in 12 months, $900m of it wasted. #MedalliaEXP

I like Medallia CEO’s opening bits with very macro and somewhat counterintuitive stats about population growth, aging population, and wealth growth - fewer customers with less loyalty and more dollars. ##MedalliaEXP

I'm excited to lead this session with two of our amazing clients! Should be another great #Forrester #CX event, and we'll have copies of the new Wave report on hand of course. See you at #CXNYC2019