I’m a CXO Posing as a CEO (But Please Don’t Tell Anyone)

As the experience landscape continues to shift from customer service departments into a focus on chief experience officers and human experience officers, it’s time to start paying attention to the next big step: CXOs moving into CEO roles, bringing their human-obsessed, people-centric mindsets and experiences with them. What happens when the leader of the company puts people first? It’s nothing less than a people-first revolution where revenues soar, employee engagement skyrockets and customers recommend you to their friends so often that it’s silly to even ask them about it.

Igniting an Experience Revolution by Giving a Sh*t about People

Take a deep dive into the radical transformation that happens when you invest in culture and put people above profits.

Don’t Be a Stupid Driver . . . or Business Leader

By spending too much time in the rearview mirror, too many companies with well-meaning leaders are tackling current problems with an out-of-date, all-too-traditional business-first solutions. Or, worse yet, they’re so busy putting out fires inside the car that they’ve convinced themselves that they’re doing the best they can. The result? A whole bunch of frustrated customers and employees. Instead of making up excuses and settling for the status quo, it’s time to reimagine relationships, put people first, and focus on the open road that can only be seen through the windshield.

The 1990's Called: They Want Their CX Playbook Back

If you get the human experience right, you will get the numbers you need. Moving from experience management or checking the box, to experience as a strategy.

Blown-Up Silos, Maverick Mindsets, and Experience Ecosystems

Businesses are more than org charts, strategy documents, and mission statements. They’re living, breathing ecosystems filled with people, and, let’s be honest when people are involved, things can get messy.

Instead of normalizing the messiness and frustrations, it’s time to rethink our approach, reimagine our relationships, and redesign our experiences all while doubling down on putting humans in the middle of everything we do. The result? A stronger organization whose people are able to make a profitable, sustainable impact on the world.