Creating an end-to-end CX

Most people think end-to-end customer experience (CX) starts when a customer begins to evaluate their buying options or after they’ve bought a product. This perspective leads many organizations to focus on improving the experience of using their product (usability) or shortening the time it takes to resolve a customers’ issue (customer service). But, in reality, …


Celerity Welcomes Kathy Hebert as New VP of Marketing

McLEAN, VIRGINIA, July 8, 2021—Global business and technology advisory firm Celerity announced the hiring of Kathy Hebert as their new Vice President of Marketing. A seasoned leader with more than 20 years of marketing experience, Kathy will develop and oversee multi-channel content and branding strategies to promote Celerity’s integrated services. Kathy will play an integral …


What’s new in nonprofit transformation?

On June 3rd, Celerity hosted a LinkedIn LIVE Health + Life Sciences panel discussion, Evolving Organizations, Responsive Enterprise. These talks are always fun, but this one was especially important to me. How often do you get to talk with leaders whose healthcare associations touch millions of people impacted by blood cancer or lung problems? I …


Journey Mapping

Journey mapping allows you to visualize intangible customer experiences so you can better understand your customers’ needs, drive loyalty, and align stakeholders around high-value initiatives.

The shift to digital

In part one of this 2-part series, we discussed some of the factors driving the shift to digital in nonprofit environments. In part two, we’ll cover some approaches as part of your digital strategy to respond to those factors in rapidly changing circumstances. Depending on your needs, these approaches represent small, medium and large interventions …


The shift to digital

Managing membership associations and nonprofits is complicated and complex, especially in an environment where member engagement matters more than ever. COVID-19 descended upon us so quickly that many associations and nonprofits are still struggling to reconcile the consequences. There’s no doubt the pandemic has had a significant impact on normal fundraising experiences and cycles. Adding …


Activate your journey map

Why is activating a journey map difficult? As organizations digitally evolve and transform, every aspect of the customer journey is mapped. Increasingly, these journeys cross internal silos and business units—are both offline and online, managed by multiple teams, and influenced by dozens of IT systems. Even when opportunities for improvement are clear, activating your customer …


Bouncing forward: Change management and customer experience

Anyone who sits down with Sjaloom Verhagen, as I had the privilege to do on the most recent installment of Celerity’s Bouncing forward series on LinkedIn Live, will be immediately struck by her attentiveness to customer experience. A veteran of Marriott and the hospitality industry, Sjaloom has made a natural transition to healthcare, and now …


Harnessing innovation at scale

Harnessing innovation can be painful and disruptive unless you turn an innovation process into part of your company’s everyday routine. Register for this webinar to learn more about building a scalable process for innovation.

Bouncing forward

Recently, Anoop Warrier, former Head of Digital for SunTrust Bank, spent some time with me discussing digital transformation and leadership in the Age of the Customer—in banking and beyond. Our #LinkedInLIVE dialogue was wide-ranging and an insightful peek into the complex world of customer centricity in the financial services sector. Anoop shared insights into how …