Annette Franz (Gleneicki)

 

It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Right?!)

 

Regardless, I'm not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago.

 

Why?

 

 

This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!

 

I've written about the differences before:

 

 

Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.

 

 

Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success.

 

 

Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.

 

 

If you missed Part 1, see it here.

 

I'll dive right in with more details about your CX Champions team.

 

 

 

In a nutshell... yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised!

 

 

What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues, toxicity, etc. in your organization - or any organization - start with the leadership team.