customer experience

What is it to be a customer-centric enterprise?

Digital technologies can be used to improve Customer Experience. For example, by:

• Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant information, set-up alerts, set-up event triggered transactions, make purchases online, get chat based help with queries or problems….
• Provision of data/information based services e.g. alerts that notify the customer that price of the ticket has fallen.

I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020.

The first step in my six-step journey mapping process is Plan.

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!

I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019.

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!

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. 

I originally published today’s post on Forbes. It appeared on their site on April 27, 2020.

Is it time for a brand refresh?