Organizational Adoption

|Tag:Organizational Adoption

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 [...]

Sacred Cows Webinar Hosted by Mohamed Latib

By | 2017-06-02T09:29:18+00:00 April 6th, 2017|Categories: Press Release|Tags: , , , |

PHILADELPHIA, PA - April 5, 2017 - CX University recently offered a free live webinar facilitated by Mohamed Latib, PhD, entitled, “Creating Sacred Cows and Extinguishing Moose.” This webinar provided useful information and strategies for professionals who need to win their leadership over in transitioning their organization to be more customer centric and Customer Experience focused. [...]

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 [...]