Organizational Adoption of CX

|Organizational Adoption of CX

Organizational Adoption and Accountability

Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

By | 2018-11-18T04:21:16+00:00 March 29th, 2018|Categories: Organizational Adoption of CX|Tags: , , , , , |

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 | 2018-03-25T09:22:45+00:00 March 22nd, 2018|Categories: Organizational Adoption of CX|Tags: , , , , |

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 | 2018-02-23T01:39:52+00:00 February 20th, 2018|Categories: Organizational Adoption of CX|Tags: , , , |

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 | 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 [...]

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 [...]

How to Create an Effective Business Case for CX

By | 2017-06-28T03:57:30+00:00 October 11th, 2016|Categories: Metrics and ROI, Organizational Adoption of CX|Tags: , , , |

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

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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