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.

5 Key Elements to Consider When Implementing Organizational Change Management

Video
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

Video
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

Video
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

Documents People & Process
Please view our guide here: One-Page Guide to Hiring a Project Consultant 
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3 Steps to Hiring a Consultant

Video
  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

Video
  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

Video
  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?

Video
  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

Video
  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

Video
  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

Video
    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

Blog
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

Customer & Products Documents
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

Documents Technology & Operations
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

Documents Technology & Operations
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)

Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business)

Books Customer & Products
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

Documents People & Process Technology & Operations
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

Documents People & Process
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

Documents People & Process
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

Customer & Products Documents People & Process
In a time when all companies face the threat of disruption, smart companies are solidifying customer relationships by connecting with...
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Feedback Maps: Inventory and Make Sense of Your VOC Data, by Annette Franz

Blog Customer & Products
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

Blog Customer & Products Technology & Operations
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

Customer & Products Documents
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

Customer & Products Documents
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

Customer & Products Documents
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

Customer & Products Documents
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

Documents People & Process
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

Documents People & Process
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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Leading Change
Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
The Field Guide to Human-Centered Design – By Ideo
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
The Ultimate Question: Driving Good Profits and True Growth
Outside In: The Power of Putting Customers at the Center of Your Business
Everybody Matters
Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies

Empathy The Human Connection to Patient Care

Customer & Products People & Process Video
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

Customer & Products Video
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

Customer & Products Video
Inspiring story about how starting with the customer leads to innovation
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Transforming Healthcare for children and their families – Doug Dietz

Customer & Products Video
A classic story of design thinking at GE; the remaking of an MRI machine.
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Yves Morieux – 6 Rules To Simplify

People & Process Technology & Operations Video
Overcoming silos and creating organizational alignment
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Why you need a defined culture to do CX right, by Liliana Petrova

Blog Customer & Products People & Process
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

Blog Customer & Products People & Process
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

Blog Customer & Products
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)

Blog Customer & Products People & Process
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

Blog Customer & Products People & Process
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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