CX Journey™ Musings: Should You Invest in Customer Experience?

ROI is still our favorite "three-letter word." Nothing wrong with that!

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals.

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The Real Capitalist’s Dilemma

Last spring, the Clayton Christensen, one of the world’s top management thinkers, suggested that, despite being awash in cash, corporations are “failing to invest in innovations that might foster growth.”He considers this trend so insidious and pervasive that he called it the capitalist’s dilemma in Harvard Business Review.

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Too Much Saving Caused the Economic Crisis

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Goodbye VCs, It's Been a Pleasure

by: Sigurd Rinde

New ventures, start ups, whatever you call them are unique and extremely important to us all: Every company, every commercial value-adder, the core of wealth creation, started up once. And it would be safe to assume that much of the shareholder's wealth is created in the early growth phase.

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When the Economy Gets Rough, Virtual Worlds Get Growing

by: Gary Hayes

Just back from a short break in the lovely town of Broome in NW Australia (my pics). It was interesting being disconnected from ‘the cloud’ but in the process having a few ‘virtual experiential’ moments. One of these was watching the controversial film ‘Australia’ in the worlds oldest picture gardens, Sun Pictures (pictured below).

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Neuroeconomics and Investment Insanity

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