CX vision

What’s Impeding Change in Your Business?

You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together?

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Is It Time to Audit Your Customer Experience Transformation?

I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019.

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5 Key Building Blocks of a Winning Customer Experience Strategy

I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019.
 
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Don't Underestimate the Power of a CX Vision

Do you have a customer experience vision?

One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and strategy." Have you created a customer experience vision for your organization? How will you know where you're going if you haven't?

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