CX

Customer Experience Challenges 2020

In February & March 2020 we ran research amongst CX professionals, to find out what their biggest challenges were. We wanted to take the pulse of the CX community. So we reached out to 144 CX professionals recruited via LinkedIn Survey question: What are the main obstacles on the path towards improved customer experience (CX)? Data collection finished before the COVID-19 outbreak to exclude its impact on the survey results.

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Your VoC Programme is underperforming - and you know it

This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you. 

However, 50% of all Voice of the Customer practitioners are unhappy with their programme.

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How do I make CX management successful in my business? Practical tips to overcome silo limits.

More and more companies are pursuing customer-centered approaches in the context of digital change projects. But where is the customer located in the company? How do I measure his or her behavior? Which feedback sources do we have? How can I analyze and visualize a cross-system journey? And: what do I conclude from this? A new position is created: The Customer Experience Manager ("CX Manager"). People with this job description are faced with a multitude of questions.

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Customer Experience and Customer Service: What's the Difference?

It's that time of year again...
 
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:
 
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What's in Your #CX Budget?

What's in your customer experience strategy budget?
 
Traditionally, customer experience professionals have no budget.
 
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The #CX Perception Gap

I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

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Fuse Customer Experience and Employee Experience to Drive Your Growth

If you want to know which comes first,  employees or customers, Donna Morris will answer “both.”  As the EVP of Customer and Employee Experience at Adobe Systems, Morris spearheads efforts to attract, engage, and develop employees and customers.  Moreover, these efforts are well-integrated and aligned.  In a recent interview, Morris outlined for me some of the primary ways she fuses together customer experience (CX) and e

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Why #CX Transformations Fail

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.

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Four Questions You Have About Customer Experience (and answers)

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.

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8 Must-Read Posts to Start Your CX Strategy on the Right Foot

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.

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