BLOG
Click on the post you are interested in below and share with your social network.
Gestalt Exec Survey Results: Building an engaged, high performing, digitally savvy workforce
Working digitally and virtually isn’t necessarily harder than traditional working models (ask any 21 year old), it just requires different practices and skills. The current crisis, which is making almost the entire workforce work remotely, provides a compelling and critical opportunity for you to rethink and activate new ways of working, even transforming your organization and culture, specifically how to develop new operational muscle, behavioral norms and methods, to work effectively & succeed in an increasingly virtual world which now may have permanently changed. In preparation for the April webinar featuring 2 CEOs and an Adjunct Professor from University of Berkeley discussing this critical issue Gestalt surveyed over 100 leaders to understand what they are experiencing.
10 Meetings, 10 Business Challenges and 10 CX Actions of the COVID-19 Era
Whether this crisis lasts 4 weeks, 4 months or 4 years COVID-19 (also known as “the Coronavirus”) is changing everything. Between March 4th and March 18th 2020 through 10 COVID-19 related client discussions we distilled 10 business challenges and 10 related CX actions that may help inform your CX program
“Never Waste A Crisis” 6 Winston Churchill questions for the COVID-19 era
As we hunker down and take admirable precautions globally in response to the threat of COVID-19 sometimes it pays to look back in history. Open declaration of personal beliefs and principles: No matter how bad this gets I believe this will pass. When it does the...
Brilliant Forrester Webinar on Calculating CX ROI – Maxie Rocks !
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...
TalkingCX Posts Latest Podcast “The Art Of Knowing Your Customer”
In TalkingCX's latest podcast host Robin Miller and guest Graham Clark discuss the importance of Customer Understanding to ensure the experiences you design and deliver meet your Customer needs. In addition to the importance of Aluminum and Aluminium Robin and Graham...
TalkingCX Posts Latest Podcast “CX Strategy .. It’s Ruff Out There”
In our latest podcast host Robin Miller and guest Graham Clark discuss how CX Strategy underpins and helps deliver Business Strategy and how companies like Chewy.com, Rover.com and Pets.com provide great examples of good and not so good CX Strategy Click here to...
How Your CX Tech Stack Delivers CX Business Results
Your CX Tech Stack comprises the technologies that enable and support your Customer Experience Interactions.Comprising 3 layers of Design & Visualization, Execution and Measurement & Improvement the CX Tech Stack provides a powerful tool for understanding, aligning and actioning technology changes to continuously improve your CX Results and your Business Results.
Gestalt exec leadership webinar: Building an engaged, high performance, digitally savvy virtual workforce
Click here to access the recording Working digitally and virtually isn’t necessarily harder than traditional working models (ask any 21 year old), it just requires different practices and skills. The current crisis, which is making almost the entire workforce work...
Great CXPA Guide To Developing CX Job Descriptions
CXPA, the hub of the global CX revolution, published a great guide to Developing CX Job Descriptions .. really informative Click here to download the guide.
Your experiences during the pandemic will not be televised but they will be Tweeted
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...
Iowa Caucus Proof Point For Digital First But Not Digital Only
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" is all about. It's 2020...
2020 CX Job Highlight – CX Transformation Program Office Leader
It’s always nice as the year draws to a close to think about what is changing in CX as we move from year to year. In 2019 CX (and EX which is encompassed by the fast emerging AX = Audience Experience term) has continued to rise in importance as a key business outcome...
McorpCX On-Demand Webinar: From Journey Maps to Real Experiences
Our partner McorpCX conducted a great webinar discussing how to ensure your journey maps deliver real experiences. Click here to listen
Customer Results Publishes Affordable CX Success Assurance Brochure
For a decade Customer Results has been offering low cost, easy to consume services to support our clients assuring success in their own CX revolution.We have been asked by two of our partners to finally produce a brochure describing the 4 solutions that comprise CX Success Assurance, low cost CX Clinics, CX Audits, CX Staffing or even complete CX SWAT Teams (our renowned CX Specialists With Advanced Tools) .. so here it is.
Virtual CX Training
With organizations and teams increasingly spread across many locations, countries and continents CX leaders must invest in training capabilities that do not require bringing team members together physically but leverage today’s virtual, digital technologies to develop skills effectively and efficiently. We provide our highly effective classroom CX training in virtual remote models to fulfill this need.
Download the report for more information on our onsite and virtual remote training options illustrated through an example of a CX Improvement training we have packaged in both delivery modes which we originally created in 2018 for a global Systems Integrator and BPO that needed to learn how the core techniques of Experience Improvement could be used in their business. Specifically, Persona Modelling, Customer Journey Mapping, Solutions Definition and Experience Design.
They realized some interesting benefits over in person, onsite training; massive reduction in travel time and expenses for the participants (and us), allowed participants to continue to do their day jobs by allocating 1.5 days per week to this activity over 3-4 weeks., allowed for significantly more individual mentoring in group breakout sessions and culminated in a knowledge acquisition test for each individual and a feedback report from us.
The One CX Thing To Focus On During COVID-19 – Listening To Your Customers
This discussion is part of a forum at CXPA.org .. click here to see the CX community responses, So I was in a (virtual) meeting with a client this morning talking about CX all up, Experience Improvement, Measurement, Governance, Strategy, Operating Models, Experience...
Can’t Miss McorpCX Webinar on How to Measure – and Prove – the ROI of Customer Experience
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...
Click To View The Recording of Customer Results Founder Graham Clark On McorpCX Webinar ‘Boost Your CX ROI With CX Tech in 2020’
On November 14th, 2019 Graham Clark hosted a webinar with Michael Hinshaw of McorpCX discussing how critical a focus on rapidly evolving CX technologies is to capturing ROI from growing CX investments. Click here to view the webinar recording. You can click on the...
Customer Results & Partners Publish Cost Effective CX Training Brochure By The World’s Most Experienced CX Practitioners
After 10+ years of delivering CX training for some of the world's leading Service Providers including Systems Integrators, Consultants, Agencies and BPO's Customer Results and our partners bring our CX Training by the World's Best CX Practitioners direct to you. By...
Click to launch TalkingCX podcast CX Roadtripping
TalkingCX is a podcast dedicated to helping CX Interested professionals understand the techniques, applications and trends, hosted by Robin Miller Click the Listen Now button below to listen to CX Roadtripping Pt 1 where Robin and our own Graham Clark discuss the...