Consumers Customer Centricity Customer Experience Professionals Reference 
Horizon CX
DECEMBER 1, 2023
Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.
CX Journey
MARCH 13, 2018
The crazy thing is that they think that they are customer focused. There’s this thing called the customer experience perception gap ; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." They need to understand what the implications are for the customer and for the business.
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Lumoa
JANUARY 9, 2018
It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. Blockchain, GDPR) and coordination.
ijgolding
DECEMBER 14, 2017
Please note the last sentence – it is this reference to the phrase that I want you to think about. I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. There are many examples of successes in customer centric transformation – but not enough.
CX Journey
JUNE 21, 2016
I knew, conceptually, what it was, but digging deeper makes me think that every customer-centric organization ought to be lean. Nay, every organization should be lean so they can be customer-centric. So, what is lean management, also simply referred to as lean? Or, as I like to call it, a journey.
Lumoa
OCTOBER 31, 2018
It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s find out what the field professionals actually experience. This will push more aggressive change driven by Customer Experience professionals.
CX University
NOVEMBER 21, 2020
Finance teams do not particularly enjoy the first two to three years of most customer experience initiatives, but it is not too long before they are raving fans. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers.
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