Zeisler Consulting

Agile and CX

Zeisler Consulting

One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy. I wasn’t formally trained as an educator but learned at the knee of some wonderful academicians and thought-leaders in the field.

Agile and CX: Embracing Change

Zeisler Consulting

This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline. I introduced the series here , and parts one, two, and three are here , here , and here. In this article, I’ll dive into the concept of embracing change. Specifically, the Manifesto highlights this aspect of Agile project management as preferring to respond to change rather than following a plan.


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Regulation as a CX opportunity

Zeisler Consulting

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others.

CX and Agile: Collaboration over negotiation

Zeisler Consulting

This is the third in a series of four articles about applying the concepts of Agile and Scrum to Customer Experience. I introduce the concept here , and parts one and two are here and here , respectively. In this installment, we’ll consider the value that considers Customer collaboration to be more important than contract negotiation.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Is NPS right for you?

Zeisler Consulting

Does NPS make sense for you? Let’s try this thought experiment: Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, personal in nature.

NPS 52

Agile and CX: Working software over documentation

Zeisler Consulting

This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience. I introduced the concept here , and part one is here. Let’s jump right in to the second value, as articulated in the Agile Manifesto and associate a few Agile principles along the way: The software engineers who built the concept of Agile and Scrum articulated a prioritization of working software over that of comprehensive documentation.

Reasons to read and share

Zeisler Consulting

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience.

CX for SaaS

Zeisler Consulting

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer.

Agile and CX: Prioritizing People over process

Zeisler Consulting

This is the first in a four-part series of articles about Agile/Scrum and how we as CX practitioners and leaders can integrate the approach and theories of Agile Project Management in our work. I’m framing the series by way of highlighting Agile’s four values as enumerated in the Agile Manifesto and also integrating what are called the twelve principles advanced by the same group that invented it. You can find the introduction article to this series here.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

For CX, Where is not as important as What and Why

Zeisler Consulting

Where a CX function is located within a company is a frequent discussion topic among CXers.

Quantitative versus Qualitative

Zeisler Consulting

I just got off the phone with a colleague and we were having a conversation about data. He brought up some good questions and points and so I figured I’d jot a few of them down here before they went right out of my head again.

Data 52

Half-measures and full-measures

Zeisler Consulting

I used to work out at a gym that had a bothersome, but almost comedic tendency: Whenever a piece of equipment broke down, someone would diligently and swiftly mark it with an “Out of Order” sign. The particular machine would usually sit like that (broken, that is) for weeks on end.

Chesterton and his gate

Zeisler Consulting

One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

The risks of executive escalations

Zeisler Consulting

Executive escalations can be a real life-saver for an organization. Whether it’s a high-profile Customer or just someone whose experience has gone completely off the rails, sometimes escalating dramatically can truly save the day for CX.

The struggle for feedback

Zeisler Consulting

I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO.

Channel Surfing

Zeisler Consulting

I have covered my experience using Twitter to solve a support problem in a previous article. For many CX (and definitely Customer support ) professionals, the channel is ‘the thing’. We often talk about switching channels, being multi-channel, being omni -channel.

A letter you never sent

Zeisler Consulting

Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Don’t abandon your Chief Customer Officer

Zeisler Consulting

I was recently speaking with a friend who’s a Chief Customer Officer. She was in good spirits but nonetheless was lamenting a bit about her colleagues: “It’s like I feel I have to defend my existence sometimes,” she said. Oh, boy, have I been there. My career has included time within PMOs, BPM/BPI organizations, and of course CX.

Employees are NOT your Customers

Zeisler Consulting

Can I start a controversial article being completely un controversial? Thanks. Here goes: Good employee engagement is an absolute requirement in order to drive good CX.

Processing your survey results

Zeisler Consulting

Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped off a quick response, but I’d like to go a little deeper on the topic here. First of all, it’s not a specific NPS question.

Do you hear yourself?

Zeisler Consulting

Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”? I remember a client who used that to describe some of the interactions their managers would have with front-line employees as an example of the need for a professional communications course I offered at the time.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Do you love your Customers as much as your employees do?

Zeisler Consulting

We hear all the time that hiring is destiny: You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice.

When you can’t answer, “Why?”

Zeisler Consulting

I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions. Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another.

Whose problem are you solving?

Zeisler Consulting

I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically.

CYA is not CX

Zeisler Consulting

The other day I spent about 45 minutes round-trip (short by standards…read on) and about $45 mailing Christmas cards. Happy Holidays to our family and friends who receive one from us! I use the word “mailing” deliberately because that’s all I was doing.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

CX professionals are the best (and worst) Customers

Zeisler Consulting

The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James Taranto, created it as a bit of a light-hearted end-of-the-day quick-hit piece with a bit of political commentary thrown in as well.

Some non-CX thoughts on Tony Hsieh

Zeisler Consulting

The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes ) began to come to light based on accounts from those who knew him better than the rest of us who had merely admired him from afar.

Communication is key

Zeisler Consulting

One of my Five Principles of Good CX is Communication. You can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse.

Shouldn’t we know better?

Zeisler Consulting

Let’s start today with a couple of anecdotal experiences: Anecdote 1: It seems every time I pay in cash (who does that?), this happens: The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them.

The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

Unnecessary escalations

Zeisler Consulting

This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended.