A placial framework for experience

A lot of talk has circled around the idea of “experience,” but what does it mean? Even more challenging, how do you analyze it to know whether you’re creating a good experience for your customers, employees, and shareholders?

During COVID-19, customer experience (CX) is eating marketing’s lunch.

(and Stealing Its Milk Money While Smashing Its Glasses) COVID-19 has brought many things that were previously fuzzy into sharp focus. For example, the employee experience matters more than anything else in business. Leadership is different (and more important) than management. And (one of my personal favorites) talking to people is more important than processes, […]