12 Principles of Successful #CEM Change Management

Change. It's inevitable.

And it's hard. Many - as high as 70% of - change initiatives fail.

But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this! And I'll help with a few tips.

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If You Can’t Prove the ROI of Your Customer Experience Effort Then Consider This Option

Where is Customer Experience Management At?

What are the highlights of the Harvard Business Review Analytic Services study: Lessons from the Leading Edge of Customer Experience Management? It occurs to me that there are many. And for the purposes of this post I want to concentrate on a subset.

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CEM Toolbox: Taking Action

What's the next step? How do we put everything we've heard and learned to good use?

This is the last post for my CEM Toolbox series about tools for the CX Framework. In this post, I write about some of the tools you'll need in order to execute. It's time to put it all to work and to determine your relative level of progress and success over time.

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