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 | 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...
by graham@customerresults.com | May 7, 2020 | COVID-19, CX, CX Applied, CX PDFs, CX ROI, CX Science PDFs
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 delivers business outcomes. And that means applying CX techniques...
by graham@customerresults.com | Apr 30, 2020 | CX, CX PDFs, CX Science PDFs, Digital Culture, Digital Customer Experience Transformation, digital transformation, Digital Way Of Working
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...
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