I guess the most obvious and most likely thing that 2019 will bring is pretty much the same things as 2018 bestowed. Somehow that doesn't seem the right thing an observer about the ageing business should be saying - 'just read what I said about 2018'.
I have no doubt there will be the usual round of longevity conferences and innovation events that will be as memorable as they were in 2015, 2016, 2017 and 2018. Lots of ground breaking technologies and insights and lots and lots of hand wringing that 'something must be done'.
What was on the minds of CX professionals in 2018?
And, most importantly, what does it mean for 2019? That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year!
It's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) posts, the most-read CX Journey™ posts, that I wrote last year.
I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019.
These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Let's dive in.
This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM. The first ‘conversation’ dealt with articulation-understanding-ownership of requirements. The second ‘conversation’ dealt with the challenge of integration. This third conversation deals with the matter of thinking/collaboration that necessarily
In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend towards failure – failure to deliver the desired outcomes to time, to budget, to end-user expectations. And, I dealt with that which I consider as one of the most important sources of failure – inserting business analysts between those who will be using the technology and those configuring/building that technology.