by graham@customerresults.com | May 3, 2021 | AlternaCX, Banking & Financial Services, customer experience, CX, CX Applied, CX Listening, cx metrics
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. 2021 has become a year of hope and recovery. Over the past year, we’ve all witnessed how customer expectations...
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 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...
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