The Eleven Sacred Cows of Customer Experience
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Human Touch in Healthcare Technology

Beyond the Kiosk: Restoring Human Touch in Healthcare Technology

January 10, 2025 No Comments

In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. They bring convenience, enhance communication, and personalize care, promising a higher quality of service. However, have these innovations truly fulfilled their promise? The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare

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agile team golden rule

The Nine Golden Rules of CX Success: Rules 7 and 8

January 2, 2025 No Comments

Explore essential principles for enhancing customer experience (CX). It emphasizes the importance of listening to customer feedback and fostering a culture of continuous improvement. By implementing these rules, businesses can strengthen customer relationships and drive loyalty.

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Download the Sacred Cows eBook

  • How does your organization hold up to the Sacred Cows test?
  • eBook stocked with 11 Sacred Cows
  • Case examples of each Sacred Cow

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 party references) what does one do?

Making the Case for Buy-in

Be bold in your case making. Make these bold assertions and demand a response. The case is simple: if whoever you ask answers ‘NO’ to even a single question you have more work to do. If on the other hand you answer ‘YES’ to all you are ready for change.

This article is not designed to prove, but to propose; as such, it seeks to generate discussion rather than persuade. It is about asking others if they disagree with any of the SACRED COWS. Sacred Cows are policies, procedures and initiatives that are essential for successful CX initiatives. Their counterparts are “Moose”- those outdated routines of the past that everyone hangs onto because of resistance to change. Sacred Cows force companies to hunt “Moose” down and extinguish them because they no longer serve useful purposes.

Watch the recent webinar on The Eleven Sacred Cows of CX

Let’s take the Scared Cows test!

  • Sacred Cow 1: CX is everyone’s business.
  • Sacred Cow 2: CX should be at the center of the strategy table discussion.
  • Sacred Cow 3: CX should be about building habits.
  • Sacred Cow 4: CX should be about architecting safety scaffolds for innovative thinking.
  • Sacred Cow 5: CX is about employee engagement.
  • Sacred Cow 6: CX is about collaboration.
  • Sacred Cow 7: CX is about breaking silos.
  • Sacred Cow 8: CX is about brand differentiation.
  • Sacred Cow 9: CX is about business performance.
  • Sacred Cow 10: CX is about stepping into the customer’s world.
  • Sacred Cow 11: CX is about transforming the culture of organizations.

These eleven Sacred Cows are assumptions and a litmus test for the willingness and preparedness for any organization considering building a customer-centric culture. If you answered ‘NO’ to a single Sacred Cow then you have more work to do internally to change mindsets.

If you answered yes to all eleven sacred cows, you are ready to undertake a major transformation process.