My article on Forbes. Getting feedback in real-time instead of asking for surveys after the fact allows you to have the data you need to make adjustments quickly — sometimes immediately — to ensure your customer has an optimal experience. Contrast this with waiting for an individual to fill out a survey once they are all the way through a process, and you can imagine the possibilities!

I contributed an article to CMSWire on the value of real-time insights in order to measure and improve the customer experience.

This is part 4 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This is part 3 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This is part 2 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

While being able to create an effective buying pathway that can work for your entire audience is important, it is increasingly critical that marketers have an understanding of providing a next best action that is unique to the audience segment, if not the specific individual.

After assessing how well AI is currently being utilized and understood within your organization, it’s time to start assessing the results that you are achieving.

The first thing to do is to look at how well your organization both understands and uses its data science teams and their work in utilizing artificial intelligence and machine learning in business applications. We will divide this into three aspects, each of which will be explored below.

It is critical that you are able to assess the effectiveness of this technology within your organization. Let’s explore several ways that you can assess the effectiveness of artificial intelligence and other data science efforts by asking a few questions.

In this article, we are going to explore when and why you may need to invest in digital transformation in order to optimize your brand’s customer experience. Let’s explore three areas where digital transformation can have a big impact on your CX.

Strong execution of a bold strategy is critical to business success. Just as critical is the processes, platforms, and people involved in connecting those two important pieces together. StrategyOps is my proposed solution to this key challenge.

Let’s look at three important things to consider as you begin your digital transformation initiative.

Using agile processes and methodologies within your digital transformation initiative will help it achieve sustained success.

Let’s take a look at the primary reasons why digital transformation initiatives fail to reach their goals, and some ways to mitigate them.

Now that we have a better understanding of what digital transformation is, and the different components that make it up, let’s talk about its importance to organizations. We’re going to look at four categories of benefits.

In this 5-part series, I’m going to discuss the importance of digital transformation, how to ensure you achieve your organizational goals, and the best ways to plan for success. You can read more about some of these topics and more in my books, The Center of Experience and Digital Delight, available in print and digital versions.

It can be challenging to meaningfully measure customer experience (CX) in any organization. Several metrics have been touted as good ways to see the effects of CX and its impact on customer satisfaction, loyalty and recommendations.

The hiring market has always been evolving, but it seems that as of late the changes have become more radical. What does this mean for recruiters? For one, it means a massive shift in the ratio of supply and demand. First, a dearth of talent on the market, then a flooding of qualified candidates filling job boards and applications. In other words, first, there aren’t enough resumes to review, and then there are too many, without a good way to easily differentiate.

In this final part of this series on the agile workforce, I’m going to talk about how to implement and be successful with a hybrid team so that your organization can truly embrace the future of work. Many of you are already working with hybrid teams, though in some cases organizations can benefit by being more intentional about how, where, and why they deploy different types of teams.