Organizational Adoption and Accountability

Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

By Mohamed Latib| 2018-11-18T04:21:16+00:00 March 29th, 2018|Categories: Organizational Adoption of CX|Tags: cascading collaboration, collaboration, journey mapping, journeys, silos, touchpoints|

People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal. I won’t spend an inordinate [...]

Bad News for CEOs: You can’t compete your way to superior customer experience

By Mohamed Latib| 2018-03-25T09:22:45+00:00 March 22nd, 2018|Categories: Organizational Adoption of CX|Tags: Amazon, Bezos, c-suite, cascading collaboration, CEO|

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. CX is not a tool; it is a creed, a creed that McKinsey asserts “...require organizations to make cultural changes and [...]

Customer Experience Is Either Everybody’s Business, or Nobody’s Business

By Mohamed Latib| 2018-02-23T01:39:52+00:00 February 20th, 2018|Categories: Organizational Adoption of CX|Tags: Customer Centricity, Customer Experience Strategy, design thinking, Organizational Adoption|

Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. He just had to deliver at the right price. He was building a fortune and a monument to industry; that’s what mattered. “What customer experience needs to [...]

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

By Mohamed Latib| 2018-11-18T04:23:39+00:00 January 30th, 2018|Categories: CX Strategy, Organizational Adoption of CX|Tags: Customer Centricity, customer experience, digital strategy, digitization, Organizational Adoption|

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 [...]

CX in a Box

By Karl Sharicz| 2017-06-06T03:27:35+00:00 May 24th, 2017|Categories: Organizational Adoption of CX|Tags: Amazon Prime, Customer Experience Profession, CX Professionals|

If we can order something on Amazon Prime and it arrives the next day, then why can’t that be the same for CX? I’ve found that it has taken years for my role and the implementation of CX to have its effect, and a quick 60-minute online lesson won’t make you a master of the discipline. [...]

The Eleven Sacred Cows of Customer Experience

By Mohamed Latib| 2017-06-28T01:59:37+00:00 April 5th, 2017|Categories: Customer Centricity, CX Strategy, Organizational Adoption of CX, Webinar|Tags: Customer Centricity, customer experience, CX, Moose, Organizational Adoption, Sacred Cows, Webinar|

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 CX University| 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: CCXP Certification preparation, customer experience, CX Practice Tests, data, Online Courses|

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 Annette Franz| 2017-06-28T03:51:34+00:00 October 31st, 2016|Categories: CX Strategy, Employee Engagement, Organizational Adoption of CX|Tags: employee experience, employees, feedback, shoes|

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 [...]

How to Create an Effective Business Case for CX

By Nancy Porte| 2017-06-28T03:57:30+00:00 October 11th, 2016|Categories: Metrics and ROI, Organizational Adoption of CX|Tags: advocate, business case, metrics, strategy|

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program, or refining the next level of organizational improvement, chances are that [...]

Why Good Relationships Matter to VOC Program Success

By Tony Bodoh| 2017-06-02T09:29:24+00:00 September 7th, 2016|Categories: Organizational Adoption of CX, VOC and Customer Insights|Tags: relationships, VOC|

Author's Note: This is the fourth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing. Voice of the Customer (VOC) programs are not self-sufficient islands. They need a wide variety of resources from across the company. And, other people control those resources. Here are just a few examples: Data from [...]

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Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

Bad News for CEOs: You can’t compete your way to superior customer experience

Customer Experience Is Either Everybody’s Business, or Nobody’s Business

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

CX in a Box

The Eleven Sacred Cows of Customer Experience

CXU 2016 Performance Results: Online Courses

Reduce Employee Effort for a Great Customer Experience

How to Create an Effective Business Case for CX

Why Good Relationships Matter to VOC Program Success

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