Jeanne Bliss

Member Since: 7th Jul 2016

President Customer Bliss

11th Nov 2019

We talk often of data and metrics in modern business, but I sometimes worry people don’t always really know what that means. Consider this...

16th Oct 2019

Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs, yes — it’s...

13th Sep 2019

In the writings and speeches I’ve done, I commonly refer to “one-company leadership.” That’s where you need to get to as an organisation...

30th Aug 2019

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on...

16th Aug 2019

In this post originally published in 2016, Jeanne Bliss explains the importance of design for reliability, or proactive experience...

31st Dec 2018

How are Voice of the Customer programmes, customer rooms and customer journey theories applied in a not-for-profit environment, such as a...

13th Nov 2018

If chief customer officers, service leaders and heads of customer experience are to make their CX programmes a success, they need to not...

5th Nov 2018

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300...

25th Jul 2018

The General Data Protection Regulation is often talked about in terms of the impact on marketing, but it's customer experience...

Data

7th Jun 2018

What's the point in collecting customer listening data if you never have the time to analyse and apply your findings? It's time to de-...