customer experience

Is your company culture best described as a culture of excuses?

If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK?

And then consider making "no excuses" one of your core values. Seriously.

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.

Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now?

You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved.

What's the reason for that?

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) with little to no return.

On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience.

It was fantastic, seriously – here’s the link if you want to check it out (registration required), and we had a very engaging (that’s what the comments said) conversation about why #CX matters now, and how to get started with your customer experience initiative.

I’m investing substantial time and effort in helping people to better understand what all the hype around AI and conversational commerce technologies like chatbots and intelligent digital assistants is about. It can be rather overwhelming in my experience. And I don’t blame you. I’m overwhelmed at times by all this news on A.I. induced jobless futures and fully automated and self-learning machines as well. It looks as if A.I. will change the world before we can even say “what?”. But we know better.

While the importance of workplace culture is well-understood, how to build a great culture is less established.  In the research and work I did leading to my upcoming book, FUSION: How Integrating Brand and Culture Powers the World’s Greatest Companies (published by Nicholas Brealey, an imprint of Hachette Book Group on March 13, 2018), I identified five common myths  about culture-building — as well as five strategies for cultivating a unique, healthy, sustainable organizational cultu

I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017.

Does your company place top priority on culture and employees?

I've asked this question many times over the last several years - over the last 25 years. I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience. And yet... they don't.

Today I'm pleased to share a guest post by Ford Blakely, founder and CEO of Zingle.

According to Google, 98% of Americans switch between devices in the same day.

Now that according to Gartner more than 90% of businesses compete primarily on the basis of customer experience (CX), it’s no longer enough to make CX a corporate priority.  The next competitive frontier is employee experience (EX) and the signs indicate so strongly that EX will become the next priority for organizations that I’m calling 2018 The Year of Employee Experience.

What Is Employee Experience?