CX Strategy

|CX Strategy

Customer Experience Strategy

Which is more integral to success: Digitization or customer experience?

By | 2018-11-18T04:23:39+00:00 January 30th, 2018|Categories: CX Strategy, Organizational Adoption of CX|Tags: , , , , |

In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, and how much? One answer to this question is digitization. Our competitors are able to deliver greater levels of efficiency and [...]

Your Customer Experience is Superficial unless you have the “Q”

By | 2017-10-18T02:44:24+00:00 October 19th, 2017|Categories: CX Strategy, Metrics and ROI|Tags: , , , , |

This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. Three that come to mind immediately are: [...]

Why Customer Experience Training is Important

By | 2017-07-16T01:08:59+00:00 June 27th, 2017|Categories: CX Strategy, Employee Engagement|Tags: , , , , |

And the scarcity of learning opportunities Customer Experience (CX) as a discipline is relatively new. Believed to have emerged early in the new millennia (based on a literature review and terminology search) Customer Experience is the latest wave of thought on how organizations interact with their customers or clientele base. When taking into account the rapid [...]

The Eleven Sacred Cows of Customer Experience

By | 2017-06-28T01:59:37+00:00 April 5th, 2017|Categories: Customer Centricity, CX Strategy, Organizational Adoption of CX, Webinar|Tags: , , , , , , |

Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have also heard that practitioners must make a case to win support. But to make a case one must have data, and in the absence of data (except for third [...]

CXU 2016 Performance Results: Online Courses

By | 2017-06-02T09:29:19+00:00 February 27th, 2017|Categories: Customer Centricity, CX Strategy, Experience Design, Metrics and ROI, Organizational Adoption of CX, Press Release, VOC and Customer Insights|Tags: , , , , |

Since the launch of CX University in late 2015, the Online Courses have been touted as the most comprehensive professional development courses offered on the market. After carefully cultivating and analyzing the testing scores of CXU learners over the past year, the results clearly show the difference CXU Online Courses make. Since the launch of courses [...]

Reduce Employee Effort for a Great Customer Experience

By | 2017-06-28T03:51:34+00:00 October 31st, 2016|Categories: CX Strategy, Employee Engagement, Organizational Adoption of CX|Tags: , , , |

There's a lot of talk about how much effort a customer is required to put forth to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a way to measure this effort, using the customer effort score (CES). If you're not [...]

Deploying CX Across the World: Cross-cultural challenges

By | 2017-06-28T03:53:18+00:00 October 12th, 2016|Categories: CX Strategy, Experience Design, Webinar|Tags: , , , , , |

It’s an incredible time to watch our world become resurfaced by the power of technology and communication, which is driven by the decisions and preferences of the customer. As a result, all organizations are affected by these forces of globalization as customers become more widely dispersed, yet joined as one 24/7 interconnected village. The challenge organizations [...]

What a Sensational Customer Experience Looks, Feels, Smells, and Tastes Like

By | 2018-11-18T04:29:18+00:00 October 5th, 2016|Categories: Customer Centricity, CX Strategy, Experience Design|Tags: , , , , |

A conference attendee asked me last week what my most recent and best customer service experience was. I mean a game changer that was truly different and memorable. It was actually easier than normal to answer as my wife and I just shopped a retailer we had not been too previously in Oak Brook, Illinois called [...]

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