Now What?

Take a moment to reflect on what has now been a long-circulating article via the internet and social media. Although it has a somber tone, it sets the stage for the purpose behind this month’s update. First, I was dying to finish high school and start college. And then, I was dying to finish college […]

The Positivity Pledge

The subject line of this article may already have you rolling your eyes; of course we all know the power of positivity. We recognize we should always look on the bright side, turn a frown upside down, and keep our chins up. But we all have bad days that just seem like it would have […]

Loss Aversion

Imagine this scenario: a colleague offers to flip a coin and give you $20 if it lands on heads. If it lands on tails, you give him $20. Stop and ponder; would you accept that bet? For most of us, the answer is no. Behavioral science experts Amos Tversky and Daniel Kahneman performed an experiment […]

Who Thanks Whom?

A recent article penned for Inc by Suzanne Lucas made the bold statement: “Dear Hiring Manager, Perhaps You Should Write the Thank You Note.” She continues: “The traditional thank you note is from candidate to hiring manager. That’s wrong… Just what are you exactly thanking the manager for? Taking the time to talk with you […]

5 Tips for CEOs: A Practical Guide to Hiring a Chief Experience Officer

Stephanie Thum and I had a great time collaborating as co-authors on this post. Stephanie is the founding principal of Practical CX. Read more about Stephanie here and follow me on Twitter here. Do a Google search for “Chief Customer Officer” and you’ll find almost every day that another company has hired their first, or […]

The state of the CX Profession in 2019 – A Recruiters Perspective

As I travel abroad and work across industries, one of the most common questions I get asked is “How do I transition into a CX role? I recently caught up with fellow CXPA member and CX Recruiting specialist Chris Rios, to hear the latest on CX recruiting trends. Chris reminds us of what it means to be […]