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Top 5 Most Important Customer Experience Trends for 2019 | UX Booth
Executive summary of #customer #experience practitioner survey reveals what top CX performers do differently + 4-stage #CX maturity model
customer  experience  survey  practitioner  q1  2019  executive  summary  statistics  maturity  model  technology  communication  empathy  employee  chat  virtual  reality  comparison  voice  VOC  strategy  team  csr19  bullsi 
june 2019 by csrollyson
Creating a Culture of Customer Centricity - TandemSeven - The Experience Innovation Company
Pithy point of view on #customer #centricity: argues that the key to organization change is [truly] customer-centric #user #research and persona models. To this I'd add #JTBD
pointofview  customer  experience  transformation  centricity  enterprise  brand  Competition  organization  change  user  executive  team  empowerment  irony  research  persona  model  value  proposition 
may 2019 by csrollyson
Championing the Customer Experience | Brandwatch
Argues that customer experience is marketing, takes a brand/enterprise view of #customer #experience culture using @deloitte's maturity model @vizia
marketing  customer  experience  pointofview  platform  enterprise  data  integration  IT  strategy  CCO  executive  model  deloitte  maturity  csr19  business  intelligence  analytics  social  media  journey  map  adoption  touchpoint 
may 2019 by csrollyson
Journey Mapping: 9 Frequently Asked Questions
One of the best reference posts on #customer #journey #mapping I've seen + Links to more. I use #agile #digital #ethnography for research-first or hypothesis-first approaches; it adds a lot of data cred to maps
journey  map  reference  howto  bullsi  csr19  FAQ  persona  stakeholder  executive  value  proposition  team  scope  focus  research  primary  secondary  nonprofit  government  tool 
april 2019 by csrollyson
Displacement & Resilience: women Iive for a new day | The International Association of Women in Radio & Television
2019 Documentary compares female #refugee experiences in host countries #india #tunisia #philippines #canada #women. Chandita Mukherjee EP'd + 5 filmmakers in host countries #kudos ^cr
women  refugee  documentary  19eyz  2019  asia  india  philippines  canada  tunisia  executive  producer  filmmaker  syria  comparison 
april 2019 by csrollyson
About Us | Impact Partners Film
Invests in and supports #cause-focused #documentaries [and features] #FiveMillionFilm ^cr
investor  producer  firm  documentary  cause  film  executive  reference  19eyz  filmmaker  social  impact  international  activism 
april 2019 by csrollyson
How to Find a Producer | Filmmaker Magazine
Nice detail helps #directors and #filmmakers understand the process of finding a #producer and forming a fruitful partnership #kudos ^cr
19eyz  howto  executive  producer  director  filmmaker  research  reference  bullsi  business  partner  network 
april 2019 by csrollyson
How many movie producers does a film need?
Very useful: stats behind the number of producers in studio- and indie-films
film  studio  indie  comparison  Statistics  executive  producer  trend  analysis  role  reference  19eyz  bullsi  Business 
march 2019 by csrollyson
JESSIE CREEL: The Producer/Financier Relationship From Both Perspectives | Dear Producer
Enlightening: Jessie Creel is a #film #producer turned #investor: She talks about her approach to financing #indie films + #relationships w #filmmakers
filmmaker  producer  executive  investor  19eyz  bullsi  psychology  trust  relationship  interview  Business 
march 2019 by csrollyson
Delay, Deny and Deflect: How Facebook’s Leaders Fought Through Crisis - The New York Times
How Sandberg and Zuckerberg act with expediency, not honesty, and harmed the firm [#Facebook is getting uglier like a tobacco company]
facebook  social  network  trust  crisis  russia  election  politics  lobbying  privacy  q4  2018  report  congress  investigation  executive  zuckerberg  backlash 
november 2018 by csrollyson
The Mueller investigation reaches its one-year mark - The Atlantic
Summary & perspective on Mueller’s special investigation: special investigators during Bush Reagan Clinton & Nixon presidencies lasted years
trump  russia  mueller  special  investigation  executive  summary  clinton  bush  reagan  nixon  history  collusion  election  2016  oligarch  laundering  money  Q2  2018 
may 2018 by csrollyson
Five Self-Care Strategies to Transform Your Health for Career Success | LinkedIn
[commented] Five self-care #hacks to maintain energy, sound decision-making and stamina on the road #business #travel #career
executive  health  wellbeing  csrblogcomment  2017  howto  meditation  nutrition  sleep  self  care  coach  road  warrior  travel  business  career  lifestyle 
may 2018 by csrollyson
Facebook VP wrote site's actions were 'de facto good' – even if they led to deaths | Technology | The Guardian
Connecting people can enable terror, but more good than bad, so we have to accept it— (paraphrased) says @Facebook executive
facebook  executive  pointofview  philosophy  controversy  Q1  2018  people  terrorism  connection 
march 2018 by csrollyson
China's Xi Jinping: Extending president's rule would be farce, says critic - BBC News
Superb deep dive on #china #Xi - his life rise policy + constitution crisis (shift to dictatorship?) + links to more
china  president  biography  policy  communist  party  purge  censorship  dissent  reference  Q1  2018  executive  constitution 
february 2018 by csrollyson
As Trump attacks U.S. law enforcement, another top official quits
Jumping ship: they’re prolly better off without her, when the going gets tough you need committed people
justice  department  government  quit  executive  trump  Q1  2018  russia  investigation 
february 2018 by csrollyson
Urban Sustainability Directors Network
City executive network encourages sustainable programs, practices
sustainability  executive  network  usa  canada  website  urban  city  drivetotrust 
february 2018 by csrollyson
A Real 'Very Stable Genius' Doesn't Call Himself One - The Atlantic
Reporting on how very smart or genius people act, contrast w Dunning-Kruger effect
q1  2018  trump  interview  anecdote  journalist  story  stevejobs  genius  dunningkruger  psychology  usa  executive 
january 2018 by csrollyson
Is There Something Neurologically Wrong With Donald Trump? - The Atlantic
Sifting thru data that may suggest that Trump has a neuro disorder: should presidents, as ages increase, be evaluated for mental fitness? interesting history of the concept
psychiatry  trump  alzheimers  neurology  debunk  speculation  reagan  roosevelt  fitness  usa  government  executive  nuclear  comparison  speech  analysis  disease  carter  president  expert  panel 
january 2018 by csrollyson
How Rauner stopped a tax hike from landing on his desk - Chicago Tribune
Excellent analysis of #springfield #budget gridlock; suggests dirty hands all around
exposé  q2  2017  illinois  politics  executive  governor  legislative  senate  house  analysis  school  property  tax 
june 2017 by csrollyson
What does it take to be a chief customer officer?
Emphasizes "the human touch" and using automation to enhance experience & having a global enterprise view
cco  customer  experience  executive  career  insurance  healthcare  payer  medical  global  international  human  automation  artificial  intelligence  service  collaboration  enterprise 
april 2017 by csrollyson
The 10 Commandments of Customer Experience
[comment] One of the best #CX lists I've seen; makes important connections among them
customer  experience  employee  bullsi  drivetotrust  list  advice  organization  management  enterprise  humor  policy  empowerment  engagement  sochap  cco  cdo  executive  csrblogcomment 
april 2017 by csrollyson
Chicago Gets A New Cultural Czar: Columbia College’s Mark Kelly | WBEZ
Key supporter/booster for Columbia College Chicago moves to city's dept cultural affairs/festivals
columbia  college  chicago  culture  art  news  2016  q3  executive  city  16ccc  promotion  development  festival  special  event 
november 2016 by csrollyson
obama-trump-meeting.jpg (1100×798)
Priceless photo says 1,000 words: Obama meets Trump for the 1st time
usa  president  obama  trump  photo  2016q4  executive  transition  2ghcj 
november 2016 by csrollyson
Idea Killers
Famous quotes dismissing disruptive technologies that became transformational
hightech  adoption  quote  snafu  executive  professor  history 
august 2016 by csrollyson
A Worry if Hillary Clinton Wins: What to Do With Bill - NYTimes.com
Fascinating point: Hillary will be breaking ground with a trailing spouse former president
q3  2016  president  usa  clinton  history  scandal  experience  government  executive  family  spouse  politics  2ghcj  2csrollyson 
july 2016 by csrollyson
The Survivor | The University of Chicago Booth School of Business
Behind the scenes @bancosantander during the #Eurozone crisis: Executive view
spain  executive  europe  eurozone  crisis  insight  greece  story  example  leadership  2ghcj  banking  construction  CEO  CFO 
may 2016 by csrollyson
About Us - The Digital Transformation People
UK executive recruiter specializing in #digital #transformation
digital  transformation  executive  cdo  Recruiter  uk  blog  thought  leadership 
april 2016 by csrollyson
Boss Wants Friendly, Relaxed Company Culture In Place By Friday
Funny #employee #engagement satire grounded in some truth at some orgs #kudos @kgkabira
employee  engagement  satire  2016q1  executive  management  culture  humor  cco  human  resources  HR  cdo  2csra 
january 2016 by csrollyson
4 – No, Make that 5 – Twitter Execs Exit
Dorsey responds to news coverage abt 4 executive departures #twitter #turnaround
twitter  news  executive  departure  turnaround  product  engineering  human  resources  Q1  2016 
january 2016 by csrollyson
Manage Your Emotional Culture
OrgChange approach to identifying & explicitly managing emotional culture (contrast: w cognitive); no mention of trust
organization  human  executive  resources  research  culture  employee  engagement  reference  sochap  example  emotion 
january 2016 by csrollyson
Build a Customer Room and Engage the Company - Customer Bliss
Excellent experiential technique that enables your people to connect with customers
sochap  reference  customer  culture  howto  experience  executive  transformation  organization 
december 2015 by csrollyson
Why It’s So Difficult To Fund Customer Experience Change
Brief poignant insight about why executives are loath to fund #customer #experience
customer  Experience  organization  executive  ROI  sochap  reference  behavior  fear  economics  leadership  culture 
december 2015 by csrollyson
The 8 Signs of the Coming Job-Apocalypse
[commented] Powerful POV on bifurcating employment situation, alienation, lack of trust, fear > how to adapt
career  pointofview  csrblogcomment  q4  2015  employer  employee  management  executive  trust  relationship  job  enterprise  2sochap  fear  2sbs 
october 2015 by csrollyson
Another Trudeau Makes Canada Cool - The New Yorker
Post purports to describe the personality of #JustinTrudeau but discredits itself by trivializing his politics
canada  executive  q4  2015  history  son  father  election  2ghcj  politics  policy 
october 2015 by csrollyson
New CTO role at Starbucks reflects rise of digital business
Asserts @starbucks recognizes that #digital will grow its portion of #customer #experience
digital  customer  Experience  cdo  starbucks  q4  2015  cloud  value  proposition  cio  executive  2cdo 
october 2015 by csrollyson
Why I’m glad Jack is back at Twitter — Medium
Awesome: Ev Williams, #Twitter co-founder, personally reflects on his role in #CEO #search process #fb
twitter  ceo  pointofview  search  reflection  cofounder  q4  2015  leadership  management  executive  succession  boomerang  professional  exceptional 
october 2015 by csrollyson
How to Build A Customer Driven Growth Engine
Debriefing Jeanne Bliss on critical success factors for #CCO success #cx
cco  customer  experience  executive  interview  howto  social  media  culture  strategy  leadership  organization 
october 2015 by csrollyson
The Rise of the Chief Digital Officer
Excellent description of the Chief Digital Officer #CDO role and market drivers
CDO  reference  analysis  executive  digital  transformation  recruiting  strategy  enterprise  brand  foundation 
october 2015 by csrollyson
A Bigger CMO Role: The Chief Omnichannel Officer
Another example of a retail brand coping w the need for #digital & #customer #transformation
cco  cdo  executive  omni  channel  retail  brand  management  digital  customer  experience  transformation  cmo  career  strategy 
september 2015 by csrollyson
Helena Foulkes— The change agent inside CVS
Future CCO? Great cameo of key CVS exce changemaker + dynamics of pharmacy retail
retail  healthcare  enterprise  merger  executive  customer  experience  history  competition  q3  2015  cancer  pharma  insurance  strategy  cco  2cdo 
september 2015 by csrollyson
3 Actions to Avoid the “Beggar” Trap for Chief Customer Officers | CustomerThink
Excellent how-to advice for course-correcting when your #CCO role is short on authority
cco  reference  howto  organization  executive  collaboration  q3  2015  career 
september 2015 by csrollyson
How Signature Flight Support Built a Customer-Centric Culture
CX Case study: airline service vendor boosts #customer #experience by enhancing communications, culture
airline  travel  vendor  casestudy  customer  experience  training  culture  partner  executive  employee  q2  2015  survey  analysis 
september 2015 by csrollyson
Customer experience: Who’s in charge here? | CustomerThink
72% CEOs claim to be in charge of leading CX transformation: only 27% of colleagues agree
cco  organization  customer  experience  research  survey  2015  q3  report  summary  culture  team  executive 
september 2015 by csrollyson
Goodbye, CIO. Say Hello to the Chief Customer Officer | WIRED
Tech take on CCO careers: The need for the CIO dissipating while need for CCO grows
cco  career  path  cio  organization  history  enterprise  corporate  development  2013  Q2  pointofview  IT  cloud  management  executive 
september 2015 by csrollyson
It Takes More Than Just a Smile
Insight on evolving from a product-focused to customer-focused enterprise: process, issues & ideas
cco  pwc  pointofview  malaysia  professional  services  thought  leadership  Q3  2012  customer  experience  product  transformation  example  model  executive 
august 2015 by csrollyson
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