What change management can teach us about delivering successful CX programs
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.
Does the customer needs to empathize into the brand or vice versa?
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.
C4L Podcast – Live content with Brent Leary
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…
Engagement equation: Happy employees = happy customers | ZDNet
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.
It’s a HERO TIME with STEAM and HOPE
“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?
Building Trust in Digital Business
Customer Experience and Employee Experience goes hand in hand… and trust is a key element. See this great video with Brian Solis.
The 60/40 rule of CX for a great EX
Do you know this rule? Today I talked about an pioneer in CX, Amazon. It looks like they care less about this and have maybe more a 70/30 or 80/20 rule in place. Which rule do we have in place? 30/70?
MarTech Insider Anand Thaker: Marketing Not Aimed at Building Real Relationships with Customers? Cut It.
Great talk by Brent Leary with Anand Thaker about the changing marketing strategy in times of Covid-19 and Customer Experience.
Why Digitalization is not Digital Transformation
Digitalization and Digital Transformation, two topics often uses as a synonymous, but different. While this topics are also mixed with in articles it is important to clearify the differences.
The CX ecosystem of the next decade
Brand & Customer Centric – A discrepancy? Are Sales & Marketing still contemporary? What about Corporate Leadership & HR
