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. https://youtu.be/wIE93QTgtIw 5. Maturity This certainly isn’t intended to be a slur on the emotional maturity of an organisation, rather an observation as to […]
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?