Because Results Matter
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...
Trending Idea #32 – Listen to your customers! 5 step VOB + VOC process for 2018 Goto Market Strategy

Trending Idea #32 – Listen to your customers! 5 step VOB + VOC process for 2018 Goto Market Strategy

by | Jul 7, 2017 | customer experience, customer journey map, customer persona, digital experience, digital transformation, goto market strategy, marketing strategy, vob, voc

Maybe it is because folks are heading into the start of 2018 corporate planning and budgeting season as summer moves on but the past 4 weeks seem to have been inundated with conversations that all revolve around the same key topics How can we address? ‘We think our...
Winning The CX War With CXSWAT – Customer Experience Specialists With Added Tools

Winning The CX War With CXSWAT – Customer Experience Specialists With Added Tools

by | Apr 11, 2017 | 2017, customer experience, customer journey map, customer persona, digital experience, digital transformation

The competitive race to deliver on escalating customer experience demands is nothing less than a war. A war whose ‘weapons’ have become standardized, Persona Models, Audience Definitions, Customer Journey Maps, Customer Experience Blueprints, Roadmaps, Metrics such as...