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CXSCIENCE

CX Success is about delivering Business Value by moving from CX as Art to CX Science and we are here to help so click on a guide below and it will be emailed to you
CX Challenges Survey 2021

CX Challenges Survey 2021

by | Mar 13, 2021 | , , , , , , , , , , , , , ,

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 Digital Only Multichannel Digital Experiences’.

19 years into the modern CX movement it has become increasingly a mainstream, mandatory discipline. We now have a direct line between CX performance and business performance of revenue, profitability, market share, competitive positioning and business valuation supported by global thought leaders like Harvard Business School, McKinsey and Forrester Research.

This is the outcome of our 3rd annual CX Challenges survey here in 2021 this year of COVID hope and recovery headed to 2022 the year of normalcy (we hope)

Download the report for more information on our findings:

We increased from 21 challenges in 2020 to 32+ this year.
CX Culture and Customer Understanding were the top 2 again
Great CX, Customer Care focused CX and EX all entered our top 10 for the first time
We asked our CX panel of experts to add some thought starters for the top 10
And we removed most of the graphics and just focused on the meat. Apparently people produce their own and  no matter what we did you always asked for different ones. So ask us for what you need.
3X as many people participated this year so thank you

CX Applied: 238 Questions Across 12 Capability Areas To Help Build, Assess & Maximize VoC / EFM / EX / XM ROI

CX Applied: 238 Questions Across 12 Capability Areas To Help Build, Assess & Maximize VoC / EFM / EX / XM ROI

by | Oct 26, 2020 | , , , , , , , , , , ,

What is the most important thing to do to be a customer centric, customer obsessed, high performing organization (or an employee centric one)?

Simple: Listen to your Customers (and Employees), understand what they are telling you and act on it to continuously improve.

The proven VoC questions in here can be applied to Voice of Customer (VoC), Experience Management (XM) Enterprise Feedback Management
(EFM) or Listen, Analyze and Act Experience Systems For Any Audience

We are purpose built to help you, as a member of this generation of CX leaders, build the CX capabilities required to return and grow your organization’s CX commitment and deliver on the promise of CX ROI. After you download this contact us to learn more.

Best Practices For How Digital Readiness Maturity Leader Increase Digital Adoption ROI By 2.5X

Best Practices For How Digital Readiness Maturity Leader Increase Digital Adoption ROI By 2.5X

by | Jun 8, 2020 | , , , , , ,

With investment in digital transformation exploding to >$2t in 2020,  research leaders have confirmed that 70% of all digital transformation projects will fail to meet expectations and deliver on required ROI.

In fact it is even more ‘pointed’ because the same companies dominate the 30% of successes again and again.

BUT there is hope because the same research reveals one of the main success factors is Digital Readiness or Digital Maturity in order to maximize Digital Adoption

Customer Results has been working with our partner, Gestalt (www.gogestalt.io), an 18 month old company purpose built for this Digital Readiness challenge, to distill the best practices of the Digital Transformation leaders and create assessment, design and activation tools  to ensure you maximize the returns on your organization’s commitment to Digital Investments

Download this quick guide and talk to us about the low cost assessments to clarify your Digital Maturity, areas of focus and priority actions to elevate your return on Digital Investments.

CX Applied: CX Capability Building For CX Leaders

CX Applied: CX Capability Building For CX Leaders

by | Jun 4, 2020 | , , , , ,

More companies every day are committing to Customer Experience (CX) and Experience Management (XM) as disciplines to deliver and sustain improved business performance. This is most visible as more companies hire and appoint VP’s and Directors of CX.

We are purpose built to help you, as a member of this generation of CX leaders, build the CX capabilities required to return and grow your organization’s CX commitment and deliver on the promise of CX ROI.

This short (but admittedly slightly intense) guide on the 17 key capabilities that we see CX and XM leaders focus on building and improving to deliver improved business results. No-one expects you to perfect all 17 (unless you are CX/XM icons like Disney or Amazon) and we wouldn’t even claim this is a comprehensive list. The point of the guide is to provide a cheat sheet to consider and a short discussion of the Assess, Design, Build, Operate model that we see as the most effective    as you continue your CX / XM Journey. 

CX Applied: How Field Sales Teams Sell More With CX

CX Applied: How Field Sales Teams Sell More With CX

by | May 7, 2020 | , , , , ,

Companies do not invest in CX because it is fun, they don’t invest in it because the techniques are interesting or thought provoking or produce beautiful models. Companies invest in CX because it deliver business outcomes. And that means applying CX techniques for business results. Customer Results is documenting those applications in our CX Applied series. Whether you are a Product Provider, a Services Provider, or an Integrated Solution Provider. Whether you are a small startup or a global industry leader. Your Sales Team is constantly searching for better ways to close more and bigger deals. And your customers are looking for sales teams that sell solutions that clearly benefit them. This document shows how applying CX techniques like Journey Maps achieved this wining a $5m, multi year 6 phase deal to inject AI, Machine Learning, Roboadvisors and RPA at a $1b B2B insurerr

Gestalt Exec Survey Results: Building an engaged, high performing, digitally savvy workforce

Gestalt Exec Survey Results: Building an engaged, high performing, digitally savvy workforce

by | Apr 30, 2020 | , , , , , ,

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.

Virtual CX Training

Virtual CX Training

by | Mar 31, 2020 | , , , , , ,

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.

Enhancing Your Virtual Digital Way of Working With Gogestalt’s Corporate Digital Academy

Enhancing Your Virtual Digital Way of Working With Gogestalt’s Corporate Digital Academy

by | Mar 18, 2020 | ,

Companies are realizing the critical need to develop a digital workforce. But 70% of all digital initiatives do not reach their goals. Unlike 20 years ago at the birth of digital today it is not about the technology, it is about adopting a operating model and way of working to be effective in this new digital age, a transformation that continues to accelerate.

Gogestalt is a new company that launched 6 months ago to help companies adopt this new new way of working and increase the ROI of their digital transformation investments

CX Challenges Survey 2020

CX Challenges Survey 2020

by | Feb 3, 2020 | ,

With a direct line between CX performance and business performance of revenue, profitability, market share, competitive positioning and business valuation and business leaders in every B2C or B2B sector even governments focused on Citizen experiences “wanting in on CX”, the body of knowledge and the CX community globally continues to grow. This is the outcome of our 2020 CX Challenges survey where we reached out to ~3900 of our 50,000 community members to get their perspective on 21 CX Challenges of priority .