CX, EX and ROX Blog

We make customer-centricity happen … profitably!

COVID is not killing your business. Bad Customer Experience is.

For many companies, autumn is the time to review their expenditures and make annual plans. As I am writing these words, I almost hear thousands of CEOs ordering their teams to slash costs whenever possible. The crisis is coming! We need to save; profits are at stake!

Marina Natanova, customer experience, customer strategy, business strategy

Prioritization and Decision-Making Tools: The Eisenhower Matrix

Decisions, decisions, decisions.

As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our decision-making process. Tools to be more efficient and effective with our time and our efforts are priceless!

Annette Franz (Gleneicki), customer experience, decision making, employee experience

Futurelab’s Blog is one of the Top 75 Customer Experience Blogs

For one more year our Blog is selected to be part of the top 75 Customer Experience Websites and Blogs, which should be followed. This year we are happy to be at the 43rd place and in the company of so many other amazing professionals.

CX, customer experience, customer strategy

Communications Devolution or Revolution?

It’s trendy for big companies to devolve authority to operating units, and the jury is still out on whether or not making them compete as collections of smaller independent ones makes any sense (the management consultants who came up with the plans will be long gone before there’s a verdict).

But it’s already clear that giving marketing communicators responsibility for overarching corporate communications is dead on arrival.