Five Questions with Lacey Goodwin

Strong-Bridge Atlanta’s Lacey Goodwin has a long and remarkable career in brand marketing and management. Her resume is marked with tenures at well-known brands, including Sara Lee/Hanes, Krispy Kreme, and Coca-Cola, all with roles bent toward innovation and customer experience. Lacey was with Krispy Kreme through their IPO, handling, and even the grocery business, where she […]

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Digital Transformation: Six Foundational Principles

Sometimes I’ll be in a restaurant where so many choices on the menu look good that I’ll tell the waiter, “I want everything.” Digital transformation sometimes looks this way too, with seemingly everything thrown into the definition of that phrase. What does it actually look like to create digital businesses when we’ve been working in a […]

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Three Key CX Themes Every Organization Should Adopt

I recently attended the sold out CXPA Insight Exchange conference at the beautiful Phoenix Biltmore Hotel. This was CXPA’s sixth Insight Exchange, attracting 350 attendees— 200 of which were new to the conference. This is interesting to point out, partly as kudos to the CXPA, but also because it is a signal of the increasing role and importance […]

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Three Big Takeaways from DevOpsDays Seattle

In attending (and sponsoring) Seattle’s DevOpsDays this year, I quickly realized a turning point is under way. A transition in the industry is happening. With a sold out crowd of 350+ and 80+ on a waiting list, DevOps concepts are now mainstream. Even though I still hear some with the opinion that DevOps and Continuous […]

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Do You Delegate or Do You Dump? Five Levels of Delegation, Defined.

Does this story sound familiar? “Sally isn’t working out. She is always bothering me for the simplest of decisions and often waits for direction from me before taking any action. I don’t have time for this!” More than once I have heard a leader make a statement such as this. While Sally may need coaching, it’s […]

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5 ways executive leadership can promote change management success

In a recent post, Strong-Bridge’s Ken Simpson and Brian Hartnett outlined the “Top 10 Reasons Project Fail.” They stressed the importance of executive leadership and communications working together as a critical component of a successful change management approach. They’re right. Executive leadership for a project goes much farther than merely appointing the right resources to […]

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Three Powerful Reasons to Understand Your Customer’s Journey

Companies of all sizes are embracing the importance of customer experience, and the exercise of mapping their customers’ journeys. Yet, the practice of customer journey mapping can all-too-often be isolated — within a specific department, product or service. However, the end-to-end customer experience, or as close to it as you can get, is where the […]

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Consulting Magazine’s Fastest Growing Firms Interview

Consulting Magazine sat down with Strong-Bridge’s Patricia Camden to learn more about the firm’s Fastest Growing placement, and what the future looks like for the firm. Below is Strong-Bridge’s interview; click here to read the full article on Consulting Magazine’s website. Big challenges call for serious expertise, and that’s what Strong-Bridge does — it tackles complicated business, […]

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CX’s Last Mile: Making the Data Meaningful

Customer experience challenges are often rooted in a desire to better understand the relationship between a company and their customer — the many touch points in their interaction and what those interactions mean to success or failure. Yet, the biggest determinant of success is what you do once you capture those interactions. It becomes about what […]

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Two CX strategies that give your client a seat at the table in 2017

Whether your organization is in the full swing of implementing a Customer Experience Strategy, or you are simply trying to keep your customers front and center to your business, there are a couple very specific things you can do to give your customers a seat at the table when making business decisions that might impact their […]

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