transformation

#CX Buzzwords or the Real Deal?

The customer experience profession has a lot of buzzwords.

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Amplify Your Transformation with CX Champions - Part 2

This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
If you missed Part 1, see it here.
 
I'll dive right in with more details about your CX Champions team.
 
How often does the CX Champions team meet?
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Amplify Your Transformation with CX Champions - Part 1

In this two-part series, I'll  outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
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Focusing on Doing More of the Good Things

What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way?

Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation."

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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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The Impact of a Customer-Centric Culture Transformation

How do you know if the work you're doing to transform your company's culture is effective and is making an impact?

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

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7 Steps to Get Executive Commitment for Your #CX Transformation

You know that your customer experience initiatives will die in the planning stages if you don't have executive commitment, right?

I've written several times about the importance of having that executive buy-in and commitment for your customer experience transformation.

Help! My Execs Don't Get It!
Kicking the #CX Can Down the Road

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Is this the most important question to live and operate from?

What is the most important question that one needs to grapple with when it comes to customers and the customer-centric orientation?  Is it:

 

Image: jessicajoyrees.com

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