I’ve always been a customer experience (CX) professional and advocate. So when my CEO approached me to take on the role of corporate strategy and Chief of Staff, I was immediately intrigued. How would my CX skills and background translate to corporate strategy? …


We all know the classic paradigm:customer sees an ad, visits a store or website, and forms a positive — and hopefully lasting — first impression. Marketing and Brand often remain focused on these traditional brand health metrics, yet today, first impressions don’t happen on our watch. Rather, they’re formed by…


On a recent Forrester panel at CX North America, Analyst Angelina Gennis posed a great question: “When did you feel your CX career take off?” While I’m always a work in progress, I’ve felt the most personal and professional fulfillment when witnessing CX evolve from being a function to being…


As I’ve settled into a new customer experience (CX) role over the last year, I’ve thought a bit about my CX journey and the way organizations often react to introducing CX into the corporate culture. …


Last month, amongst the barrage of COVID-19-related emails I received from various companies (Hello, “unsubscribe”), one stuck out as noteworthy: an email from my mortgage company titled “ Important Coronavirus Information about Your Loan”. Curious, I opened it, only to find the information largely flat and irrelevant: “ During these…


The coronavirus outbreak (or COVID-19) is first and foremost a human tragedy, having now affected over one million people across the globe. It is also having a significant impact on the economy, leaving businesses large and small with massive uncertainty as to their path forward. And while many companies are…


Photo of a journey map by Daria Nepriakhina on Unsplash

By now you’ve likely heard your CEO repeatedly reference the importance of customer experience in delivering lasting customer, employee, and shareholder value. But whether you’re working in CX or within a company that has a CX department, it’s often unclear where the line gets drawn between what the CX function…


Through my experience and involvement in all things customer experience (CX), I often find myself engaged with individuals who reach out wondering how to get into the CX space and what to look for in a potential CX role.

Though every company and culture will be somewhat unique, there are…


The establishment of the customer experience (CX) profession has been instrumental in building cultural awareness, empathy, and orientation around the consumer. It has allowed organizations to see beyond themselves to design experiences and processes that create mutual value for both the customer and the business.

What it’s also done, I’d…


Last week, a remarkable thing happened around here.

A twenty minute budget check -in with my friendly finance lead turned into a two hour thoughtful discussion on CX enablement, led by — finance. He wanted to understand more about the customer experience agenda. Wanted to see and touch the tools…

Amy Shioji

cx ninja. ultra runner. never met a carb i didn’t like.

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