“There are decades where nothing happens and there are weeks where decades happen.” Wladimir Iljitsch Lenin. We live in a very special time these days where we can’t do business as usual, so how to disrupt and adopt to the situation in this hero time?
John Kotter’s ‘Leading Change’ should be a standard text for CX. Here’s what it teaches us about applying change management to ensure efforts are sustained.
What does CX success look like in your organisation?“ Our top CX goal is to create an all-around customer experience.”
Did you know that 90% of smartphone users are not absolutely certain of the specific brand they want to buy when they begin looking for information online? And, 65% look for the most relevant information…
Learn how to set outcome-oriented Product Goals by combining Objectives and Key Results (OKRs) with Agile Product Management Practices.
Brands should take the time to reexamine their mission and values to ensure that they are still in alignment with those of their customers.
Yesterday I have had a great discussion which ended with the sentence “why a customer needs to empathize into the brand”. This is the same like if the glass is half full or half empty. Very similar but a huge difference.
I had been writing these summaries in 3rd person — “Alan and Brent…” — and I realized what I enjoy most about these conversations is they are personal. So no more of that. I really loved this…
Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees.
Customer Experience and Employee Experience goes hand in hand… and trust is a key element. See this great video with Brian Solis.