by graham@customerresults.com | 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...
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 | Oct 26, 2020 | COVID-19, CX, CX Applied, CX PDFs, CX ROI, CX Science, CX Science PDFs, CX Transformation, digital transformation, VoA, vob, voc
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....
by graham@customerresults.com | Jun 8, 2020 | COVID-19, CX, CX Applied, CX PDFs, CX ROI, CX Science PDFs, Partners
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...
by graham@customerresults.com | Jun 4, 2020 | COVID-19, CX, CX Applied, CX PDFs, CX ROI, CX Science PDFs
More companies every day are committing to Customer Experience (CX) and Experience Management (XM) as disciplines to deliver and sustainimproved business performance. This is most visible as more companies hire and appoint VP’s and Directors of CX. We are purpose...
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