Because Results Matter
Quote of this week – Is Customer Experience driving your Operating Model or is your Operating Model driving your Customer Experience?

Quote of this week – Is Customer Experience driving your Operating Model or is your Operating Model driving your Customer Experience?

by | Mar 13, 2018 | customer experience, customer journey map, customer persona, Digital Customer Experience Transformation, Digital Disruptoion, digital experience, digital transformation

“Despite the challenges we have experienced meeting our growth goals we have a customer intimacy program that is very successful, by continuing to do mostly the same things we always have in the same way we have our customers automatically self-select to those we are...
Trending Idea #32 – Listen to your customers! 5 step VOB + VOC process for 2018 Goto Market Strategy

Trending Idea #32 – Listen to your customers! 5 step VOB + VOC process for 2018 Goto Market Strategy

by | Jul 7, 2017 | customer experience, customer journey map, customer persona, digital experience, digital transformation, goto market strategy, marketing strategy, vob, voc

Maybe it is because folks are heading into the start of 2018 corporate planning and budgeting season as summer moves on but the past 4 weeks seem to have been inundated with conversations that all revolve around the same key topics How can we address? ‘We think our...
Winning The CX War With CXSWAT – Customer Experience Specialists With Added Tools

Winning The CX War With CXSWAT – Customer Experience Specialists With Added Tools

by | Apr 11, 2017 | 2017, customer experience, customer journey map, customer persona, digital experience, digital transformation

The competitive race to deliver on escalating customer experience demands is nothing less than a war. A war whose ‘weapons’ have become standardized, Persona Models, Audience Definitions, Customer Journey Maps, Customer Experience Blueprints, Roadmaps, Metrics such as...
KYC / KYM – Know Your Customer / Know Your Market .. “we are not sure we deeply understand who our customer is anymore” – 7 CX Leadership Action Items From Last Night

KYC / KYM – Know Your Customer / Know Your Market .. “we are not sure we deeply understand who our customer is anymore” – 7 CX Leadership Action Items From Last Night

by | Nov 9, 2016 | customer experience, customer journey map, customer persona, digital experience, digital transformation, KYC

One of my fave quotes “it ain’t what you know that will git ya’, it ain’t what you don’t know that will git ya, it’s what you know that ain’t so” Mark Twain Last night was one of the best examples of this quote since .. well .. Brexit … a few months ago. One of...