CX Transformation Success Principles
Customer experience transformation is characterized by continuous improvement and change. However, as a discipline, CX isn’t defined by a single methodology that guides all activities. Far from it. Talk to 10 experienced practitioners and each will each share their...
The Power of Telling Your Customers’ Stories
To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity,...
6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...
Connect the Dots with a Three-Layered CX Dashboard
You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and tell a unified story. CX dashboards are important tools and, along with human experience and wisdom, can put and...