Customer Change Employee Experience Management 
CX Journey
JUNE 17, 2019
These well-meaning employees put forth their best efforts to educate themselves and then begin to roll out a strategy that is flawed at best. There’s a New Hire Fail Employees are critical to customer experience transformation success. Employees have to come first. It is the cornerstone of customer-centricity.
CX Journey
JUNE 17, 2019
These well-meaning employees put forth their best efforts to educate themselves and then begin to roll out a strategy that is flawed at best. There’s a New Hire Fail Employees are critical to customer experience transformation success. Employees have to come first. It is the cornerstone of customer-centricity.
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CX Journey
JULY 5, 2016
As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.
Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Customer-centricity, in short, is not pervasively ‘people first’.
Experience Investigators by 360Connext
JULY 24, 2019
Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. CX Problem #3.
Forrester's Customer Insights
APRIL 20, 2020
New Pandemic Management Protocols provide guidance on how to bring employees back to work safely and effectively.
Kustomer
JUNE 17, 2021
A proactive approach gives companies a huge advantage over the competition because it shows the customers how much the brand cares about their experience and what they’re willing to do to keep them around for the long haul. Employee Experience: The Missing Ingredient. This is just as important as CX in many ways.
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