Because Results Matter
How Panera Bread’s 9 CX Improvements Changed The World .. & Now McDonalds

How Panera Bread’s 9 CX Improvements Changed The World .. & Now McDonalds

by | Sep 13, 2018 | customer experience, customer journey map, customer persona, Digital Customer Experience Transformation, Digital Disruptoion, digital experience, digital transformation, KYC, VoA, voc

Yesterday my Customer Experience world got shaken again when I walked into a McDonalds on my 5 hour drive in rural Alabama / Georgia / South Carolina, USA and was faced with this machine. Not downtown NYC or Atlanta or San Fran but the middle of nowhere. The new...
Combining Voices VoA + (VoB + VoC) & Artificial Intelligence (AI) in 2019 To Deliver A World Class Customer Experience Operating Model

Combining Voices VoA + (VoB + VoC) & Artificial Intelligence (AI) in 2019 To Deliver A World Class Customer Experience Operating Model

by | Sep 5, 2018 | Artificial Intelligence, customer experience, Digital Customer Experience Transformation, Digital Disruptoion, digital experience, digital transformation, VoA, vob, voc

No-one argues about the importance of Customer Experience (CX) in gaining competitive advantage in every industry in every market. The leaders in CX are increasingly creating tightly bound (and wound!) operating models where Customer Experience Specialist continuously...
Customer Results CX Growth Continues H1 ’18 / H1 ’17 Sales Results 242% Revenue Results 154%

Customer Results CX Growth Continues H1 ’18 / H1 ’17 Sales Results 242% Revenue Results 154%

by | Aug 3, 2018 | customer experience, Digital Customer Experience Transformation, Digital Disruptoion, digital experience, digital transformation

Customer Results today says a huge thank you to all our partners as we continue to drive our own ecosystem CX revolution. Comparing H1 2018 to H1 2017 Sales were 242% and Revenues were 154% We are proud to be at the heart of such a well regarded SWAT team (CX...
Why, Who, What & How CX leaders capture 5.1X revenue growth success of laggards

Why, Who, What & How CX leaders capture 5.1X revenue growth success of laggards

by | Jun 20, 2018 | customer experience, customer journey map, Digital Customer Experience Transformation, Digital Disruptoion, digital experience, digital transformation

CX Leaders are capturing 5.1X revenue growth of CX laggards By continuously refining and improving the 4 tiers of their CX Metrics driven business model  Driven by a CX Compass & Playbook  Contact Us to get more information on our CX Playbook approach to...
Quote of this week – Is Customer Experience driving your Operating Model or is your Operating Model driving your Customer Experience?

Quote of this week – Is Customer Experience driving your Operating Model or is your Operating Model driving your Customer Experience?

by | Mar 13, 2018 | customer experience, customer journey map, customer persona, Digital Customer Experience Transformation, Digital Disruptoion, digital experience, digital transformation

“Despite the challenges we have experienced meeting our growth goals we have a customer intimacy program that is very successful, by continuing to do mostly the same things we always have in the same way we have our customers automatically self-select to those we are...
Did Fidelity Go and Schwab ‘Roboadvisors’ Really Deliver 10X returns of my Wealth Manager in 2017?

Did Fidelity Go and Schwab ‘Roboadvisors’ Really Deliver 10X returns of my Wealth Manager in 2017?

by | Jan 23, 2018 | 2017, Artificial Intelligence, customer experience, Digital Disruptoion, digital experience, digital transformation, Wealth Management

Did my Fidelity Go and Schwab Roboadvisors Really Deliver 10X Returns of my Fiduciary Wealth Manager in 2017? We will get to explore this at my AI Technologies on Wealth Experiences at the GFMI Digital in Wealth Management conference on Feb 7th in NYC...