Because Results Matter
How Panera Bread’s 9 CX Improvements Changed The World .. & Now McDonalds

How Panera Bread’s 9 CX Improvements Changed The World .. & Now McDonalds

by | Sep 13, 2018 | customer experience, customer journey map, customer persona, Digital Customer Experience Transformation, Digital Disruptoion, digital experience, digital transformation, KYC, VoA, voc

Yesterday my Customer Experience world got shaken again when I walked into a McDonalds on my 5 hour drive in rural Alabama / Georgia / South Carolina, USA and was faced with this machine. Not downtown NYC or Atlanta or San Fran but the middle of nowhere. The new...
KYC / KYM – Know Your Customer / Know Your Market .. “we are not sure we deeply understand who our customer is anymore” – 7 CX Leadership Action Items From Last Night

KYC / KYM – Know Your Customer / Know Your Market .. “we are not sure we deeply understand who our customer is anymore” – 7 CX Leadership Action Items From Last Night

by | Nov 9, 2016 | customer experience, customer journey map, customer persona, digital experience, digital transformation, KYC

One of my fave quotes “it ain’t what you know that will git ya’, it ain’t what you don’t know that will git ya, it’s what you know that ain’t so” Mark Twain Last night was one of the best examples of this quote since .. well .. Brexit … a few months ago. One of...