by graham@customerresults.com | Mar 18, 2020 | CX PDFs, CX Science PDFs
Companies are realizing the critical need to develop a digital workforce. But 70% of all digital initiatives do not reach their goals. Unlike 20 years ago at the birth of digital, today success is not really about the technology. The technology mostly works. ...
by graham@customerresults.com | Mar 11, 2020 | COVID-19, customer experience, CX, CX Business Case, CX Strategy, Uncategorized
I have written and deleted this blog post 4 times over the past few days thinking that I don’t want to be accused of trying to capitalize on Coronavirus / COVID-19. But it has come up in a bunch of calls and is worth calling out that truly great, deep and sustainable...
by graham@customerresults.com | Feb 26, 2020 | CX, CX Business Case, cx metrics, CX ROI
Click here to register Business executives and CX leaders the world over tell us that one of their greatest customer experience-related challenges is proving ROI for their CX investments. So, chances are that your business has this challenge, too. Yet the ability to...
by graham@customerresults.com | Feb 12, 2020 | customer experience, Customer First Culture & Mindset, CX, CX ROI, Uncategorized
On Feb 11th 2020 Forrester broadcast a webinar on the importance of CX ROI, its impact and how to calculate it. One of the top 3 CX Challenges in our recent 2020 CX Challenges Survey report (click here to get that report) If you want a masterclass in CX ROI watch...
by graham@customerresults.com | Feb 6, 2020 | CX Strategy, Design, Digital Customer Experience Transformation, Digital First But Not Digital Only Multichannel, Uncategorized
So we all know what “Monday morning quarterbacking” is worth but as the Democratic Caucus continues to struggle for a final outcome it provides a perfect example of what we mean by “Digital First But Not Digital Only Multichannel Experiences”...
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