We Want To Be Customer-Centric: Now What!?
HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Here’s your training guide.
We Want To Be Customer-Centric: Now What!? Read More »
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Building A Foundation For Better Customer Experiences
Learn about five foundational elements for creating intentional customer experiences, including the importance of a CX Mission Statement.
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Preparing for the AI Revolution in Customer Service: A Guide for Customer Experience Leaders
Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey. Here are a few ideas to explore the benefits,
Is Your Organization’s Customer Experience Success Intentional?
Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.
Is Your Organization’s Customer Experience Success Intentional? Read More »
The Customer Experience Conundrum: Where Does It Belong in Your Organization?
Do you have a Chief Customer Officer? A few years ago, Gartner reported that nearly 90% of organizations did. Where this vital function should sit in their organizational structures is the lingering question of customer experience management. Like many things, there is no one perfect solution. Instead of prescribing a one-size-fits-all answer, let’s unpack the
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Customer-Centric Culture Barriers and Ways to Address Them
“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” Sound familiar? You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And that is great. However, like many parts
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How to Start Improving CX in the Real World
I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no
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Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. But there is a dirty little secret
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