Lori Kirkland
@LoriKirklandUMAI Tech Philosopher, Digital Builder, Experience Transformation, CX/UX Warrior, Lover of Humanity, Bringing humanness to the forefront of business, Go Blue!
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A10. Macro and micro thinking at all times. You need to be a storyteller who can paint the vision from the macro view and then directly tie it into the specific micro view of the people you are working with to be successful. #CTLCX
A9. Other great #CX, #EX resources are @ideo and @davidrock101 #CTLCX
A8. That the customer focus will get replaced by "processes." It is more natural for an organization to fall back on the process because it's a lot of work to move toward full customer-centricity. 🤞that we will continue on this awesome track. #CTLCX
A7. Constantly showing pictures and quotes from real customers. As the problems we are solving get more complex, crossing systems and silos, the need becomes greater to infuse the "why" to multiple teams. Anchoring in the human becomes the key connector. #CTLcx
A5. Curious mindset... Always be curious about when/where customers feedback has been incorporated. It starts to sound silly in a culture when people have to repeatedly say "We don't talk to the customer." And then start talking to customers yourself! 2/2 #CTLCX
A5. Adopting a curious mindset. Question the status quo by asking "How does this impact the customer?" Change processes by asking "How do our customers like this process." "What did our customers say when we asked them about this problem?" #CTLCX 1/2
#CTLcx Q1. My #CX organization consists of strategists from 6 core aspects of Schwab Charitable who understand how to execute on projects and lead teams to output, but are focused on framing up all work around a customer problem...bringing in the customer POV.
Denver Start Up Week is coming…vote on my sessions to have them included: Experience Selling: bit.ly/30jMX0O Women Tech- What We Bring to the Table bit.ly/2WKtYKz Ethical Tech: Are We Planning Ahead or Turning Our Heads bit.ly/30liAan
Consider the #EmployeeExperience when working with a customer. If it doesn’t “spark joy” & instead creates some type of friction, work through the process. If you can’t eliminate it, ask yourself the simple question, “Is there a better way?” buff.ly/2OaLGTS via @Forbes
“There’s no such things as a small act of kindness. Every act creates a ripple with no logical end.” Scott Adams
"There is nothing so useless as doing efficiently that which should not be done at all." —Peter Drucker
Something scary? Missing "#designthinking as a #CX tool" from @UofDenver Experts. Next Tuesday, Nov. 6th at DU. Join here bit.ly/2zarbzV @CXPA_Assoc @DenverCXPA
Denver #CX people….excited for a workshop on how to incorporate #designthinking into your CX toolbox. Next Tuesday, Nov. 6th at DU. Join here bit.ly/2zarbzV @CXPA_Assoc @DenverCXPA
"Your greatest dreams are all on the other side of the wall of fear and caution." —Unknown via @momentumdash #nofear
"One day you will wake up and there won't be any more time to do the things you've always wanted. Do it now." —@@paulocoelho via @momentumdash
Celebrated #CXDay with @DenverCXPA for a ping pong party! Great group of people sharing stories of improving CX! @CXPA_Assoc
Our brains are hard-wired to focus on the negative. But, when we practice #mindfulness, we can predispose our thoughts to be more affirmative. Read for ways you can incorporate positive thinking in your day👇🏻[via @UKnowHGSE] gse.harvard.edu/news/uk/16/03/…
Love thinking about ways to improve the city! #smartcities #DesignBetter
Environments designers at @IDEO are constantly thinking about how we shape cities, and how cities shape us. Here are six ways we'd like to redesign urban life: ideo.to/IPBtNg
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