How do we ensure customer experience with our companies? The answer lies in the data, specifically in listening to what our customers are telling us. Source: Using Customer Experience to Prepare for the Future | MaritzCX Blog
Todd Gilliam from Comcast spoke to IQPC Digital / CX Network about how the company made a turnaround in the customer experience – 5 years to fix the basics….
I got involved in the initiative to establish a professional association for the CX industry because of a personal discomfort with some to the approaches to the discipline that I see from some big brands. Here’s an example…. Companies that equate CX to technology are not being accurate. The vast majority (81%) of organisations also […]
To me, this is great guidance for leadership
Maybe this is useful for you – I watch this Brian Tracy video often, as a remind for driving through my life goals and action plan.
Successful, happy people use these principles all the time, whether they are aware of them or not. Whenever you find a person who is underachieving, one of these ingredients is either missing or in short supply
The Cult of Uncertainty: This is where the employee journey begins—day one of their experience with a company. It begins before they are even hired, with the application and interview up until the first day on the job. New employees don’t know what to expect, and so they have a feeling of uncertainty. They can […]
A lot has been spoken recently about the Fourth Industrial Revolution and the impact that it will have on business, says Lisa Schneider, managing director of the Digital School of Marketing. She says that the automation of processes will increase productivity in business one-hundred fold. Source: Why you need to put people at the centre […]
If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; and the ability to apply; the competencies that sit behind Source: Customer Journey Mapping – are ‘static’ maps a waste […]
Source: CX Journey™: Building Blocks of a Customer Experience Transformation Strategy