Practical Advice. Actionable Guidance.
We’ve curated a collection of resources, many written and created by our own consultants, to support your learning and success.
Browse Our Resources.
Strategic Narrative Development Template
Use this template to craft your strategic narrative in about five minutes. Strategic Narrative Development Template
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5 Key Elements to Consider When Implementing Organizational Change Management
Ask 10 executives what they consider most important to business success, and chances are all 10 will talk about being...
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4 Success Factors for Transformational Change
Change often disrupts established routines, processes, and structures, which can create uncertainty and resistance among employees. It also requires a...
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4 Phases of a Change Management Workflow
Change often involves complex decision-making and coordination across multiple departments, which can be challenging to manage and execute effectively. But...
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One-Page Guide to Hiring a Project Consultant
Please view our guide here: One-Page Guide to Hiring a Project Consultant
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3 Steps to Hiring a Consultant
While most of us know how to hire permanent employees, bringing in experts on-demand requires a different approach. There...
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3 Ways To Navigate Economic Uncertainty in the Upcoming Year
With all of the talk of economic uncertainty in the upcoming year, we’re seeing our clients prepare their businesses...
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Digital Transformation: What It Means and Why It’s Especially Valuable Right Now
Looking for breakthrough innovation, advanced operating efficiencies or a better customer experience? Check out this primer on digital transformation...
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How Are Companies Managing Workforce Planning for 2023?
Many leaders are facing the same challenge right now - how to get 2023 projects done with a constrained...
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3 Tips For Returning To The Office and Navigating a Hybrid Work Model
We're in the messy middle of understanding hybrid work and where we go from here, but we've learned a...
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How To Overcome The Fear of Negotiation with Lynn Price
Effective negotiation is a very important skill to have, but it can feel daunting. Watch one of our Kissinger Group...
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The 3 R’s of Negotiation with Lynn Price
Effective negotiation is a very important skill to have, but it can feel daunting. Being ready, relatable and...
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Using Structured Innovation to Create Business Value: Applying Amazon’s Innovation Methodology to Your Business, by John Mack
Innovation is much more than just a buzzword In the business press and in company’s investor filings, the word “innovation”...
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5 Reasons CX Isn’t Delivering Benefits
Although leading businesses are investing in customer experience, many are not seeing the benefits. This paper, from our customer experience...
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Putting Agile and Scrum to Work
Agile has taken the business community by storm, its flexible approach is more important now than ever. This primer, by...
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The Elusive Agile Enterprise
Companies that move with agility are the winners in today’s environment. This Forbes Insights paper identifies the obstacles to an...
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Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business)
Struggling to ensure that the customer is at the center of all your business does? This book is your guide...
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Five Elements for Managing Change
A primer for leaders responsible for managing change in day-to-day behavior and performance, authored by Kissinger consultant, Doug Sietsema Five...
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Great Leadership: Leading on Purpose
Practical ideas to help leaders activate purpose inside their organizations, co-authored by Kissinger consultant, Jeff Vanderwielen and John Izzo. Great...
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Mentor Blueprint
Have you been asked to mentor someone? This blueprint, designed by Kissinger consultant, Tracey Veal, will help you determine your...
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Purpose Differentiates in an Age of Disruption
In a time when all companies face the threat of disruption, smart companies are solidifying customer relationships by connecting with...
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Innovative Marketing For Strategic Advantage Defining Customer Experience
A look at why the end-to-end customer experience matters.
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Feedback Maps: Inventory and Make Sense of Your VOC Data, by Annette Franz
Every department in your company thirsts for feedback from customers to help measure brand awareness, design products, improve service offerings,...
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Customer Experience View of Your Call Center Technology, by Liliana Petrova
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for...
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Stanford d School: Introduction to Design Thinking Process Guide
This is a brief guide to design thinking prepared by the Institute of Design at Stanford (Stanford Design School). An...
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Designing the Customer Experience
This eBook from Macquarium is a great primer on both current state and future state journey mapping workshops. Ready to...
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10 Keys to a Successful Voice of the Customer Program
If you’re looking to create a voice of the customer program, follow these 10 tips to ensure success. 10 Keys...
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The CEO View of CX
A research report from Walker on the CEO perspective about customer experience and how to get executive commitment for a...
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Corporate Culture: Evidence From the Field
The second of two documents of culture research done by Duke University's Fuqua School of Business. The findings are quite...
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Corporate Culture: The Interview Evidence
The first of two documents of culture research done by Duke University's Fuqua School of Business. The findings are quite...
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Empathy The Human Connection to Patient Care
A powerful way to reorient your employees to truly stand in a customer/patient's shoes. Applies to all industries. Bring Kleenex.
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Customer Experience – Steve Jobs
A key philosophy that built one of the world's most valuable companies.
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The Making of Gillette’s New Assisted Shaving Razor – TREO
Inspiring story about how starting with the customer leads to innovation
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Transforming Healthcare for children and their families – Doug Dietz
A classic story of design thinking at GE; the remaking of an MRI machine.
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Why Stories Captivate – Tomas Pueyo
The power of storytelling explained.
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Yves Morieux – 6 Rules To Simplify
Overcoming silos and creating organizational alignment
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Why you need a defined culture to do CX right, by Liliana Petrova
When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your...
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5 ways to make your C-Suite commend – not criticize – your Customer Journey Map, by Greg Tucker
Customer journey mapping is the popular concept right now for many companies. Why wouldn’t it be – it provides critical...
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Prioritizing Your #CX Improvement Initiatives, by Annette Franz
You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the...
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Spark Customer Experience Innovation With These Three Strategies, by Denise Lee Yohn (originally appeared on Forbes.com)
Most companies employ product development or operational excellence programs to drive innovation in those areas. But what about innovation in...
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Five Key Customer Experience Lessons from Apple Retail, by Lauren Feehrer
With over 1 million visitors a day and $5,775 of revenue per square foot (2014, according to eMarketer, published in...
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