by graham@customerresults.com | Jun 13, 2023 | customer experience, customer journey map, CX, CX Applied, CX Challenges, digital transformation, Uncategorized
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...
by graham@customerresults.com | Mar 13, 2021 | COVID-19, customer experience, customer journey map, CX, CX Applied, CX Challenges, CX Listening, CX PDFs, CX ROI, CX Science, CX Science PDFs, Journey Mapping, VoA, vob, voc
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...
by graham@customerresults.com | Dec 18, 2020 | COVID-19, customer experience, customer journey map, customer persona, CX, CX Business Case, CX Listening, cx metrics, CX ROI, CX Transformation, Partners
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...
by graham@customerresults.com | Mar 31, 2020 | customer experience, customer journey map, customer persona, CX PDFs, CX Training, CX Training PDFs, Experience Design
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...
by graham@customerresults.com | Mar 18, 2020 | COVID-19, customer experience, customer journey map, customer persona, CX, CX Business Case, CX Listening, cx metrics, CX ROI, CX Transformation
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...
by graham@customerresults.com | Nov 27, 2019 | customer experience, customer journey map, customer persona, cx metrics, CX Science, CX Strategy, Digital Customer Experience Transformation, digital transformation, goto market strategy
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 ...
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