Doable Is Dangerous In this week's CX Passport, Gloria Gupta and I talked about transformation inside a complex organization. It’s about choice. “It’s figuring out how to do what is worth doing, not just doable.” – Gloria I’ve seen this tradeoff play out more times than I can count. A leader knows the right long-term move. Fix the broken authentication process. Redesign the experience properly. Invest in the infrastructure that prevents friction instead of patching over it. But the quarter is...

We Keep Promoting the Wrong People In this week's CX Passport, The One With the Answers in the Field, April Sabral and I got into something that shows up in retail… but isn’t limited to retail at all. “Just because you were really great at sales or driving results does not mean that you're going to be really good at leading 10 people.” - April That’s obvious. And yet, we do it constantly. Retail does it because results are visible. Your store hits plan… you get promoted. You exceed KPIs… you...

Designing shame into the experience? In this week's CX Passport, I talked with Joe Macleod about something we still don’t design with the same care as the rest of the journey: the end. We spend a lot of time empowering customers early. We give them tools to compare, investigate, customize, and choose. Agency is designed into the experience from the start. When the relationship winds down, that support often disappears. Joe said: “What we’ve done with the consumer is bamboozle them in this...