by graham@customerresults.com | Sep 28, 2018 | customer experience, customer journey map, customer persona, Digital Customer Experience Transformation, digital transformation, VoA, vob, voc
It Is Time For CX Leaders To Transform From “CX as Art” to “CX as Science” Does This Sound Familiar ? Your C-Suite and other Execs say they are convinced CX is important. Bain, Forrester, Harvard Business School all say you will be more...
by graham@customerresults.com | 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...
by graham@customerresults.com | 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...
by graham@customerresults.com | Aug 30, 2018 | customer experience, customer journey map, customer persona, Digital Customer Experience Transformation, VoA, vob, voc
Since 1981 when JD Power issued the first U.S. Automotive Customer Satisfaction Index (CSI) Study people have been called at home (during dinner!), asked for their opinion in malls and shopping centers and by people knocking on doors and since the first ‘You Got Mail’...
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