In today’s up-and-down market, staying competitive means more than following trending technology. It requires a proactive approach to...

When managing multiple projects, deciding which one to tackle first can feel overwhelming. I’ve been there—juggling deadlines, resources,...

Altitude thinking: how your frame of reference can impact your chance of success.

OVERVIEW: Too often business "customer experience" (CX) leaders assign “Design Thinking” projects (problem solving or innovation...

88% of organizations have encouraged or required their employees to work from home. COVID-19 has dramatically impacted the way that we...

In “Part 1” of the Strategic Role of the Experience Manager, we primarily outlined the role, of an experience manager. The goal of the...

Today much is said and written about companies steeped in customer experience or customer strategy. Often the writings immediately go to...

Do you know a company that is too big to fail? Think again. We have a tendency to believe that the large corporations of today will live...

Opportunity Framing is the systematic collection and assessment of data to provide insights on a business’s “felt need to act.” It starts...

When I read a book with the goal of improving my professional life, I am not afraid to mark up pages, fold corners, and generally beat...

Jake Truemper and Keith Pelkey, founders of Shift, recently spoke at the STLX meetup on the value and practice of Customer Journey...

As we close in on GlobalHack VII later this week, I’ve been reflecting on my amazing experience at GlobalHack VI. If you aren’t familiar...

At Shift we follow a three pillar framework for creating human-centered, business-viable outcomes. Over the course of the next several...

At Shift we follow a three stage framework for creating human-centered and business-viable outcomes. Our framework starts with the...

Delivering a solid product or service is no longer sufficient to ensure success. Customers are now demanding experiences that are...

STRATEGY is the most misunderstood, and over-used word in business. I challenge CEOs at their next leadership team meeting to ask his/her...

Have you ever wondered why good ideas fail? Often times a seemingly great idea can't get off the ground. But why? While there are many...