CX, EX and ROX Blog
March 31, 2020

From worthless to priceless: Transforming your Contact Centre into a Customer Value Centre

From Contact centre to Customer Value Centre: read our new opinion paper. As we are not at the CCW, please watch also our webinar!

Dear Reader,

Continue Reading
Stefan Kolle, contact centre, customer value, customer service, Marina Natanova
March 19, 2020

Employee Experience: 8 Ways Leaders Must Lead Differently

A few months ago, I wrote a detailed post about employee experience called What Exactly is Employee Experience? In that post, I shared:

It’s not just about the impact on the customer experience – it’s also about the impact on employees. It’s about treating them like humans, not like cogs in the wheels of corporate success. It’s ultimately about caring about people like people.

Continue Reading
Annette Franz (Gleneicki), leadership, employee experience
March 19, 2020

What Will Retailers Do Post #Covid19?

With #Covid19 closing everything around us, we're all either in a lock down or panic mode. In the NY metro area, everything has been closed. My daughter is home from college for the rest of the semester and everyone is trying to figure out how long this will last. Lauren Thomas, writing about the industry at CNBC, had an article indicating that retail closures could top 15,000 this year.

Continue Reading
David Polinchock, retail, covid19, gen z
March 19, 2020

Sustainability Isn't a Marketing Campaign

It’s not a slogan, vision, mission, or message either.

Sustainability is what companies do, sooperating in a way that ensures that they stay in business isn’t a new idea, it’s what they’ve been doing since forever.

To stay in business, companies must always strive to meet the requirements of their markets and expectations of their stakeholders. If they’re not sustainable, they go out of business.

Those requirements and expectations change and evolve.

Continue Reading
Jonathan Salem Baskin, sustainability, marketing
March 19, 2020

Business: It’s All About the Customer

This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019.

Continue Reading
customer experience, executives, Annette Franz (Gleneicki)
February 24, 2020

11 Tips to Ensure You Achieve ROI From Your Voc Program

I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019.

Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?

***

Continue Reading
Annette Franz (Gleneicki), customer expectations, customer feedback, Voice of Customer, Voice of Employee
February 24, 2020

The Benefits of a Customer-Centric Culture

I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019.

Continue Reading
Annette Franz (Gleneicki), customer-centric culture, employee experience, customer experience, ROI
February 5, 2020

The Innovator's Dilemma Continues

Clay Christensen has died. Debate about his theories should live on.

His concept of disruptive innovation is a brilliant encapsulation of the role of unexpected effects on markets and businesses, often driven by technology innovation.

Continue Reading
Jonathan Salem Baskin, Clay Christensen, innovation, AI
February 5, 2020

Employee Experience – Good for Employees, Good for Business

I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019.

In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must have in place is a happy and engaged workforce that is well cared for by business leaders at all levels. In other words, employees and the employee experience must be the first priority of the business.

Continue Reading
Annette Franz (Gleneicki), employee experience, customer experience, productivity, employee satisfaction
February 5, 2020

Digital Schmigital

You keep reading and writing and saying “digital transformation.” Do you know what that means?

In September 2019, I did a keynote titled “Marketing in the Era of Customer Experience” for an American Marketing Association (AMA) event. In that keynote, I talked about the 10 realities of marketing in the era of customer experience. The tenth item I talked about was titled, “Digital Schmigital.” I got a few chuckles and a bunch of “bravos” out of that one.

Continue Reading
Annette Franz (Gleneicki), customer experience, customer experience design, digital, digital transformation