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CX Strategic alignment: The First Step

This post is part of a series on the four components needed for a CX organization to be successful.  An introduction to the concept can be found here, and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon.  Here we’ll kick it off with a discussion about aligning your [...]

By |2020-08-29T19:46:57+00:00August 12th, 2020|CX Strategy, CX Thoughts|Comments Off on CX Strategic alignment: The First Step

CX: How it all works

In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience.  I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are.  Following, in a continuation of this series of articles, I’ll [...]

By |2020-08-10T15:31:08+00:00August 10th, 2020|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering, VoC|Comments Off on CX: How it all works

Do you trust your Customers?

One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes.  The reason this is important is because corporations are necessarily defensive entities:  we create processes to protect our organizations from risk and loss.  That protection can come in the form of cash-on-hand, liquidity, [...]

By |2020-08-03T16:57:25+00:00August 3rd, 2020|CX Strategy, CX Thoughts|Comments Off on Do you trust your Customers?
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