Happy New Year From The CX Patterns Podcast. A bit of self-reflection, why is CX stuck? How do we get unstuck? I make my commitment to stay focused on this challenge in 2024.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Talking to Emily Tolmer, yes, the Emily Tolmer who created the CX Patterns logo, about how to do remote journey mapping right.

Journey Mapping Tips From Nielsen Norman Group

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Samspon Lee's Blog Post about the Pain Of An Actual Disney Experience vs. The Pleasure Of Its Memory

Monadnock - a lone mountain that stands out from a plain

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Doug Kennedy shared so much wisdom with us in this episode - preparing employees to deliver great expeirences, the importance of leaders modeling, and mentoring the behaviors they want to see.

Doug also introduced me to a wonderful Spanish word: Sentipensante - Sensing & Thinking - a fantastic distallation of what it takes to deliver great customer experiences.

Guest Loyalty Is Created By People, Not Points Or Perks

Kennedy Training Network

Doug Kennedy on LinkedIn

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Loose Threads / Missing Threads mini episode talking about mutually beneficial accountability partnerships for CX teams, and learning from hard-won wisdom...

Mark Levy resources:

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DCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders to unleash their full potential

365 Days of Accountability – Inspiration and motivation on your journey to success

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Mark Levy is back, sharing incredible insights and vulnerability about accountability. An important topic in its own right, but Accountability is critical for Customer Experience.

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DCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders to unleash their full potential

365 Days of Accountability – Inspiration and motivation on your journey to success

Find Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Loose Threads, Missing Threads talking about what to do if it's too late for a great first impression.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Great conversation with Mark Levy this week about best practices for getting a CX team, program or transformation off the ground. Mark shares his 4 priorities at the start of a CX transformation, and how he determines when it's time to move from listening to action.

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DCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders to unleash their full potential

365 Days of Accountability – Inspiration and motivation on your journey to success

Find Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Stated preferences or revealed preferences? Which should you honor? It's complicated, but in this mini episode of the podcast, I offer my suggestion on how to strike the right balance.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.