Andrew McInnes

Customer experience #CX industry leader. Sales at @StrativityGroup & @TPDashboard. CX Expert @CXPA_Assoc. Former @Forrester & @MaritzCX.

[Andrew McInnes @apmcinnes]

This turned out to be a particularly timely piece on proving ROI in #CX. Glad for the opportunity to contribute. Check it out for free here.

[CX Network @CX_Network]

50% of CX practitioners feel pressure is rising to prove ROI of CX initiatives @StrativityGroup https://t.co/ciolLngnJ4

[Andrew McInnes @apmcinnes]

In case you missed it, lessons on how to kick off a #CX initiative the right way

[Andrew McInnes @apmcinnes]

Terrific addition to the LRW family. It makes so much sense to have a digital agency as part of our “Action” unit. Welcome T3!

[LRW is now Material @LRWonline]

Big news – @T3thinktank has officially joined LRW Group! This world-class digital innovation agency is a smart and creative bunch. Get to know them here: https://t.co/lBqcLeMfZ8

[Andrew McInnes @apmcinnes]

Looking forward to an action packed #CXDay2019

[Andrew McInnes @apmcinnes]

Just one week til #CXDay and looking forward to a great event with the @CXPA_Assoc Boston local network. Still time to register at https://t.co/v6rkVLmJK7

[Brian Andrews @loyaltyrocks]

#cxday is fast approaching. The Customer Experience Professionals Association (CXPA) has lots of tips and best practices to help you have a remarkable day. https://t.co/CcLGhSvBna

[Andrew McInnes @apmcinnes]

Well put

[The Wharton School @Wharton]

“I used to not believe in core values — until we picked ones we believed in and operationalized them. They work if they’re real.”

Prof. @StewFriedman chatted with CEO Bob Glazer about how he's crafted an environment that values employee satisfaction. https://t.co/hyhekXGDJY

[Andrew McInnes @apmcinnes]

Those of us onstage, fortunately, got seats :)

[Andrew McInnes @apmcinnes]

Glad you could join us!

[Megan Burns @MeganBurnsCX]

Standing room only at @strativitygroup session on mobilizing your organization around transformation. #cxnyc https://t.co/vWKIky1uyZ

[Megan Burns @MeganBurnsCX]

Fantastic quote from @navyfederal CEO Mary McDuffie about ranking #1 in the CX Index at #cxnyc: “Our people earn us these awards, not our technology. I wish our tech could be as friendly as our people.” https://t.co/ixAYbWXVSe

[Andrew McInnes @apmcinnes]

This was a core message last year too. I agree, but I also see so many organizations just on the starting line with #CX that I think we have a 2nd (maybe 3rd) wave of evolution in the discipline coming.

[Andrew McInnes @apmcinnes]

I like @hmanning’s #CX analogy about breaking the sound barrier - it took radical innovation, not doing old best practices better. I’d suggest innovation here is most needed in execution vs. strategy. In most sectors, strategy is execution.

[Andrew McInnes @apmcinnes]

Had a great time with the @LRW_CX @Medallia and @StrativityGroup teams at #MedalliaEXP. Here are some thoughts coming out of the event.

[LRW is now Material @LRWonline]

NEW BLOG: 5 Key CX Takeaways from #MedalliaEXP from @StrativityGroup https://t.co/2E3Oh8iGfz #CX #MRX

[LRW-CX @LRW_CX]

LRW-CX is proud to work with Petco!!! #lrwcx #MedalliaEXP #customerexperience #VoiceOfEmployee #VoiceOfCustomer

[Andrew McInnes @apmcinnes]

To unlock the passion of its people, Petco made big and small changes to the employee experience to show it listened and cared - got rid of aprons, added pet bereavement, etc. Remove the barriers holding people back and you will see people’s full potential. #MedalliaEXP #CX

[Andrew McInnes @apmcinnes]

Holland America Lines President doing a nice job plainly describing the connection between internal culture and external experience. It’s pretty simple and intuitive. Few people would disagree. But then you ask them to change... #MedalliaEXP

[Andrew McInnes @apmcinnes]

My POV: Building capability to compile useful customer profiles from across data sources as an “experience system of record” moves Medallia into a different category (over slightly longer term), competing more with CRM and customer service platforms. #MedalliaEXP

[Andrew McInnes @apmcinnes]

Medallia CEO on visiting executives at major brands: They say they don’t really get digital transformation, but they think they need some. Now $1.3 trillion has been invested in 12 months, $900m of it wasted. #MedalliaEXP

[Andrew McInnes @apmcinnes]

I like Medallia CEO’s opening bits with very macro and somewhat counterintuitive stats about population growth, aging population, and wealth growth - fewer customers with less loyalty and more dollars. ##MedalliaEXP

[Andrew McInnes @apmcinnes]

I'm excited to lead this session with two of our amazing clients! Should be another great #Forrester #CX event, and we'll have copies of the new Wave report on hand of course. See you at #CXNYC2019