In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation. The map itself is […]
In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. The phrase has been bandied around boardrooms across the globe; and for some organisations, it has even become a central theme around which their customer management operations have been built. However for many, if […]
Is the problem Customer Experience itself or the way in which it’s being done? In part 4 we look at CX done with no goal, CX done as a cost-cutting exercise and CX done tactically not strategically. 8. CX done with no goal With one tender we worked on a number of years ago, the […]
Is the problem Customer Experience itself or the way in which it’s being done? In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. 5. Maturity This certainly isn’t intended to be a slur on the emotional maturity of an organisation, rather an observation as to how […]
Is the problem Customer Experience itself or the way in which it’s being done? In part 2 we look at Leadership, CX as ‘an initiative’ and CX in silos. 2. Leadership The CEO must 100% buy-into Customer Experience with her/ his heart and soul, and must have the complete backing of a strong senior management […]
Is Customer Experience wrong in itself, or is it more to do with the way in which it is being practiced?