Its been a while since I posted! Big changes here... I just took a full-time position at Forrester Research serving as Principal in their Customer Experience consulting practice. Enjoying being part of a team, having an office, and of course a regular paycheck and benefits :-) Self-employment is often held up as the holy grail to those in corporate America but it has its downsides as well. While Im not overtly in the change-making space, I now have exposure to a lot of Fortune 100 clients and many of them could benefit from thinking about how social and environmental sustainability (ie. their stated values) should show up in how customers experience their brands. Showing vs. telling... now theres a novel concept! :-) Forresters CX practice is putting a strong focus on ecosystems as well; instead of simply mapping a customer journey, we need to understand the full ecosystem of people, partners, technology and processes that conspire to create an unsatisfactory experience, and how it can be shifted to create a more positive outcome. Thats been the focus of my thinking for the past year and its great to continue the systems vs. silos approach within corporations.
Posted on: Sat, 08 Nov 2014 16:39:58 +0000
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