It is all too easy to let best practices spill out into something like a features list on the side of a Windows 95 box. (If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a hilarious reminder of why customer empathy is important at every step of [...]
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. [...]
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 [...]
You are invited to attend a free, live webinar hosted by CX University's founder and CEO, Mohamed Latib. What: Learn the 11 'Sacred Cows' of Customer Experience and how to extinguish the bad-habit 'Moose' of the discipline. When: Wednesday, April 5, 2017 at 12pm Eastern Standard Time Where: Webinar via Go To Meeting (access link will [...]
“Sacred Cows” in CX for Leadership Support and Employee Participation. One of the most enduring challenges that CX practitioners encounter is lack of support from leadership. And if they succeed in getting leadership support they encounter the ‘knowing-doing’ or ‘what-how’ gap. This gap occurs when knowledge of what needs to be done fails to result in actions or behaviors consistent with that knowledge. In this session, we will identify all the ‘Sacred Cows’ to help make a case for leadership buy-in, explore a redefined CX competency model, set the stage to architect change, and galvanize employees throughout the organization to reduce the ‘what-how’ gap.