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Click on the post you are interested in below and share with your social network.You need an AI Innovation Portfolio Office
We learned from the digital revolution of 1996 that you need an AI Innovation Portfolio Office AI is coming at us all like a freight train. Impacting everything. Investors are asking the CEO and CEO’s are asking every business leader “so what’s your AI strategy” And...
AI Content Writers – Can They Meet Expectations?
Click on the image to read the latest TalkingCX Blog Post on AI Driven Content Writing
Today November 9, 2022 I Was Appointed To the University of South Florida Muma Business School CX Program Advisory Board
Today I am honored to be appointed as a member of the University Of South Florida Muma College of Business Advisory Panel for their Customer Experience Certificate Program. As one of the larger US public universities, with over 50,000 enrollees, USF is one of a...
CX Around The World – Central Africa featuring Georges Essama
The TalkingCX 2023 podcast Journey continues featuring CX perspectives from around the world. Here we hear Georges Essama form Cameroon Telecommunications give his unique journey. Click on the picture to access the podcast
Customer Results and AlternaCX Launch Partnership
AlternaCX .. a new XM Platform Innovator with deep Banking and Financial Services experience
Gestalt Formally Launches Their Digital Maturity Model & 10 Minute Maturity Self Assessment
Research shows that 70% of Digital Transformation investments fail to deliver on their committed business case. And those that do succeed are captured by less than half of companies or 15%. What differentiates winners and losers is not whether the technology works but their Digital Readiness to maximize the adoption digital technologies, often called their Digital Maturity. With 2021 fast approaching and organizations excitedly looking to the road beyond COVID the one thing we know is that the world continues to be ever more digital and your Digital Maturity will define the survival of your organization. How ready are you?
Gestalt is a 24 month old company dedicated to helping organizations like you enhance your Digital Maturity to realize and exceed the required return on your new Digital Investments and elevate the return you are receiving from prior investments. We do not provide technology solution; we provide tools and services to ensure you maximize the return on your digital technology investments, upskilling your workforce to continuously improve your ability, skills and culture to be more Digital.
25 years into the digital era doing this is not simple but it is known and straightforward.
Based on research from Columbia Business School our founders have developed a robust Digital Maturity Model (DMM) with associated assessment and benchmarking tools. Our DMM is a tool to enable you to assess and benchmark digital maturity across 4 key dimensions with 35 competency areas and 120+ attributes, enabling you to focus on the highest priority digital to transform your Digital Transformation ROI.
CX Applied: CX Capability Building For CX Leaders
More companies every day are committing to Customer Experience (CX) and Experience Management (XM) as disciplines to deliver and sustain improved business performance. This is most visible as more companies hire and appoint VP’s and Directors of CX.
We are purpose built to help you, as a member of this generation of CX leaders, build the CX capabilities required to return and grow your organization’s CX commitment and deliver on the promise of CX ROI.
This short (but admittedly slightly intense) guide on the 17 key capabilities that we see CX and XM leaders focus on building and improving to deliver improved business results. No-one expects you to perfect all 17 (unless you are CX/XM icons like Disney or Amazon) and we wouldn’t even claim this is a comprehensive list. The point of the guide is to provide a cheat sheet to consider and a short discussion of the Assess, Design, Build, Operate model that we see as the most effective as you continue your CX / XM Journey.
Customer Centricity vs Experience vs Experience Management
At the risk of getting an onslaught of ‘feedback’ this is a topic that comes up every few days. It came up again today in an educational forum so I thought I would share the lens that I have carried around for years so I can say .. "here is a link to my blog". There...
How Do AI Writing Features Impact Optimization?
Click the picture to read this latest TalkingCX blog post on the impact of AI Writing technology
CX Around The World Benelux Pt 2 featuring Nicolette Wuring
And on to part 2 of Nicollette's discussion of the unique world of CX Benelux style. Click on the picture to access the recording
CX Around The World – Benelux Pt 1 With Nicolette Wuring
The TalkingCX podcast series continues its global travels today featuring part 1 of our conversation with Nicolette Wuring, a European and Global CX leader. Click on the picture to here Nicollette's unique and often hilarious 30 year CX journey and unique...
CX Challenges Survey 2021
Our 3rd annual CX Challenges Report in 2021 this year of COVID hope and recovery
The discipline of CX comprises the approaches, frameworks, methods, techniques and tools of delivering attention getting and loyalty building and maintaining ‘Digital First But Not Digital Only Multichannel Digital Experiences’.
19 years into the modern CX movement it has become increasingly a mainstream, mandatory discipline. We now have a direct line between CX performance and business performance of revenue, profitability, market share, competitive positioning and business valuation supported by global thought leaders like Harvard Business School, McKinsey and Forrester Research.
This is the outcome of our 3rd annual CX Challenges survey here in 2021 this year of COVID hope and recovery headed to 2022 the year of normalcy (we hope)
Download the report for more information on our findings:
We increased from 21 challenges in 2020 to 32+ this year.
CX Culture and Customer Understanding were the top 2 again
Great CX, Customer Care focused CX and EX all entered our top 10 for the first time
We asked our CX panel of experts to add some thought starters for the top 10
And we removed most of the graphics and just focused on the meat. Apparently people produce their own and no matter what we did you always asked for different ones. So ask us for what you need.
3X as many people participated this year so thank you
CX Applied: 238 Questions Across 12 Capability Areas To Help Build, Assess & Maximize VoC / EFM / EX / XM ROI
What is the most important thing to do to be a customer centric, customer obsessed, high performing organization (or an employee centric one)?
Simple: Listen to your Customers (and Employees), understand what they are telling you and act on it to continuously improve.
The proven VoC questions in here can be applied to Voice of Customer (VoC), Experience Management (XM) Enterprise Feedback Management
(EFM) or Listen, Analyze and Act Experience Systems For Any Audience
We are purpose built to help you, as a member of this generation of CX leaders, build the CX capabilities required to return and grow your organization’s CX commitment and deliver on the promise of CX ROI. After you download this contact us to learn more.
CX Applied: How Field Sales Teams Sell More With CX
Companies do not invest in CX because it is fun, they don’t invest in it because the techniques are interesting or thought provoking or produce beautiful models. Companies invest in CX because it deliver business outcomes. And that means applying CX techniques for business results. Customer Results is documenting those applications in our CX Applied series. Whether you are a Product Provider, a Services Provider, or an Integrated Solution Provider. Whether you are a small startup or a global industry leader. Your Sales Team is constantly searching for better ways to close more and bigger deals. And your customers are looking for sales teams that sell solutions that clearly benefit them. This document shows how applying CX techniques like Journey Maps achieved this wining a $5m, multi year 6 phase deal to inject AI, Machine Learning, Roboadvisors and RPA at a $1b B2B insurerr
How Does Google Rate Your AI Content?
Click on the picture to read TalkingCX's latest blog on this important influencer of your AI content driven digital experience
Why Product Managers Love Journey Maps (From a student briefing session June 2023)
The Product Manager function in the organization Typically organizational analysts tend to refer to challenges from the function or role. We have found it more impactful and helpful to think about it from the point of view of the person (not least because the CX...
If extreme Promotion is Advocacy what do you call an extreme Detractor .. a Protestor ? a Militant ?
We have been working with a client that has been measuring customer satisfaction and relationship perceptions for 8 years. They recognize that NPS as a “score’ does not really help with driving specific actions but it is highly informative and most importantly...
What Awaits Customer Experience in Financial Services in 2021 – the Year of Hope
AlternaCX, Graham Clark of Customer Results and Michelle Spraul of Delta Swan discuss XM in the pivot to the year of hope for banking and financial services.
Engati Recognizes Customer Results Founder & Leader Graham Clark as #58 in CX Thought Leaders To Watch in 2021
What an honor! Engati nominated me to #58 on their list of 200 global CX thought leaders to watch in 2021. A list that includes CX royalty like Jeanne Bliss, Colin Shaw and Shep Hyken. A beautiful way to close out 2020 Here's to more adventures in the "Digital First...
Best Practices For How Digital Readiness Maturity Leader Increase Digital Adoption ROI By 2.5X
With investment in digital transformation exploding to >$2t in 2020, research leaders have confirmed that 70% of all digital transformation projects will fail to meet expectations and deliver on required ROI.
In fact it is even more ‘pointed’ because the same companies dominate the 30% of successes again and again.
BUT there is hope because the same research reveals one of the main success factors is Digital Readiness or Digital Maturity in order to maximize Digital Adoption
Customer Results has been working with our partner, Gestalt (www.gogestalt.io), an 18 month old company purpose built for this Digital Readiness challenge, to distill the best practices of the Digital Transformation leaders and create assessment, design and activation tools to ensure you maximize the returns on your organization’s commitment to Digital Investments
Download this quick guide and talk to us about the low cost assessments to clarify your Digital Maturity, areas of focus and priority actions to elevate your return on Digital Investments.