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How CX is like HR

I’ll often describe CX in terms of an analogy to other operations within your company.  If it’s to make an impact, it should have a charter that includes responsibility for and the moving parts needed to drive changes.  Otherwise, there’s no point in having a CX department in the first place. The conversation usually comes [...]

By |2022-11-22T15:30:06+00:00November 22nd, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, ROI of CX|Comments Off on How CX is like HR

Two problems with your KPIs

Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS.  Part of that, naturally, is my inherent wiseass contrarian nature, sure.  That said, if I didn’t really believe that there’s a better way to do [...]

By |2022-11-09T16:16:00+00:00November 9th, 2022|Consulting, CX Strategy, CX Thoughts, Measures & Metrics, VoC|Comments Off on Two problems with your KPIs
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