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 | Apr 16, 2019 | customer experience, customer journey map, cx metrics, CX Science, Digital Customer Experience Transformation, digital experience, digital transformation, VoA, vob, voc
If you don’t know why Gartner ranks our partner Inquba in the top tier of Customer Experience Measurement and Voice of the Customer platforms you should watch this webinar that describes the fundamental philosophical underpinning of their belief that all CX...
by graham@customerresults.com | Feb 22, 2019 | customer experience, customer journey map, cx metrics, CX Science, Digital Customer Experience Transformation, digital transformation, roboadvisors, VoA, vob, voc
Well (finally I hear you say) we published our CX Science Intro. Click to download CX as the discipline of creating world class Digital First But Not Digital Only Multichannel Experiences for today’s valuable customer has been a Black Art since its launch...
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 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...
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