Experience is the new competitive advantage.


Experience is the new competitive advantage.


Listening to the Voices That Matter P1

One of the biggest challenges is knowing you need to be listening to customers, employees, and other stakeholders but there are many places and times you could listen – picking where to do it can be overwhelming. Thinking about when to listen in a systematic way makes this easier and allows the efforts you undertake to be focused and effective. Do you know when it makes the most sense to listen? Enjoy part 1 of why listening matters.

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Experience is the New Branding

Many of you are asking how this crisis will change the landscape for marketing professionals. However, the changes required will apply to everyone. If you are in business, then you are in marketing! If you think that marketing is just about communications and advertising… you are just seeing two pieces of a much larger puzzle. The way I like to define it is that marketing is all about experiences. “Experience” IS the new branding!

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Pivoting with Experience Management

The challenges that come with the current crisis we are living as a result of the infamous COVID-19 are certainly teaching all of us different lessons. From an experience management standpoint, this crisis is proving the core fundamentals that every experience champion should keep in mind: Employee, Customer, Innovation and Brand experiences.

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Healthy Voice of the Customer Practices

Much like starting healthy lifestyle efforts, Voice of the Customer (VoC) programs have basic elements that everyone should follow. To start running sprints without warming up or building physical capabilities first can lead to injury, and VoC is no different.


Read the full article for some guidelines on how to get started on a healthy VoC program.

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Entrepreneurial Challenge

Right now, it might feel as though we are biting on a lemon – yup, it’s sour! Now imagine yourself sipping a glass of lemonade when the crisis is over.

Turning a lemon (in this case the harshness of this crisis) into a lemonade (the opportunities) requires a recipe, good quality ingredients and more importantly … taking ACTION!

Two seasoned coaches who have lived their own real-world crisis and have learned to overcome and grow will guide you to gain clarity and take action. We’ll share not only our lessons learned but the core bullet-proof strategies that have served us and hundreds of others in the past.

This is NOT a “Let me tell you what the book of best-practices says,” masterclass. We are in unprecedented times and it requires unprecedented solutions. This is a roll up our sleeves and let’s do this together session.

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Employee Experience in Times of Crisis

It is easy to be overwhelmed by the pressure as this crisis descends, and to be able to manage reactively from a place of your own stress. However, this is by far the most critical time that you, as a leader, take time to pause and calm yourself first.

When you are acting from a strong, calm, and focused position, rather than reacting to stress, you will be able to relate to your employees from a far better place. As a leader, you set the pace and example for those who report to you or look to you for guidance on how to manage any crisis at hand.

Here are some key things for you to ask yourself about your team as you craft your engagement strategy.

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Employee Experience- What Comes to Mind?

Oftentimes in competitive environments such as the techspace, we hear about desirable employee incentives including bring-your-dog-to-work, or standing work stations, free food, or working from home.

At my previous two companies, I was one of those employees who enjoyed this balance– and yes… it makes a difference, no complaints! Yet, not every organization can afford all the perks and flexibility. It might not be feasible or even relevant to employees. To illustrate, think about healthcare, retail or logistics companies. 

Overall, I believe we all agree that Employee Experience EX, involves some form of “balance.” But I am not here to discuss work-life balance. Now, let’s assume that humanity and equality are a given. What I want to share is a different, yet very important angle on Employee Experience.

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World-class experts in their respective fields!




Cory is one of only 100 Gold Qualtrics Certified researchers and a certified customer experience (CX) expert. With more than two decades of experience as a consultant, entrepreneur and in corporate leadership roles, Cory is a guru in connecting the dots and bringing data into action. Her expertise has been invaluable to companies in several industries: software and hardware technologies, manufacturing, automotive, financial, retail, government, lottery, non-profit, human resources, pharmaceutical and others.




With nearly two decades of experience in market research (both quantitative and qualitative) Katrina is adept at finding creative research solutions that balance client needs and budgets. Katrina’s project work spans numerous industries: transportation, pharma, government, education, retail, advertising, museums, utilities, credit unions, analytics firms and non-profits; as well as typography: customer feedback, B2B, competitive intelligence, advertising effectiveness, employee engagement, grant-funded program evaluation, branding, product development, and more.

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