Because Results Matter
If extreme Promotion is Advocacy what do you call an extreme Detractor .. a Protestor ? a Militant ?

If extreme Promotion is Advocacy what do you call an extreme Detractor .. a Protestor ? a Militant ?

by | May 10, 2022 | customer experience, customer persona, CX, CX Business Case, cx metrics, CX ROI, Digital Customer Experience Transformation, Digital First But Not Digital Only Multichannel, VoA, voc

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...
Gestalt Formally Launches Their Digital Maturity Model & 10 Minute Maturity Self Assessment

Gestalt Formally Launches Their Digital Maturity Model & 10 Minute Maturity Self Assessment

by | 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...
The One CX Thing To Focus On During COVID-19 – Listening To Your Customers

The One CX Thing To Focus On During COVID-19 – Listening To Your Customers

by | 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...