21 Aug What is an X Firm in Architecture?
This e-book helps people understand what differentiates X firms. X firms enable enable their cultures to isolate and address friction inside their firms and outward toward their clients....
10 Jul CX Value Drivers — CX Management’s Gas Pedal
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in Business, Client Experience, CX Program Management, Differentiation, Operations, Professional Services 0 Comments
A short-cut to help C-level executives inject more value into their CX management programs through value driver analysis. ...
22 Jun Adrenaline for Sluggish CX Programs
Uncertainty in approach to Customer Experience program management causes the insurmountable obstacles....
15 Feb Client Experience Workbook for Professional Services
This e-book helps people understand how to create and manage comprehensive CX programs within professional services industries....
13 Nov Why Smart Companies See Customer Experience as the Prime Differentiator, and How They Do It
Differentiation on the basis of Customer Experience is mission critical. Focusing on customer values as opposed to needs is how intelligent companies are doing it well. ...
06 Oct The Four Horsemen of CX
In this podcast from CX Pilots, Steven Keith talks with a notable corporate turnaround master about the four elements to successful Customer and Client Experience (CX) programs...
31 Jul The 12 Easiest Mistakes to Avoid In CX
This e-book provides a list of customer experience recommendations from several consulting projects for health insurance companies to investment banks....
15 May CX Pilots: Here We Come
March 31st marked the end of our busy first chapter and the start of a new and exciting second chapter....
15 Feb What if Customer Experience was…just customer experience?
What if customer experience was a more of a source of light, and less of a source of duty?...
09 Jan Customer Journey Mapping: Podcast 9
In this podcast, Sarah Wechsberg and Steven Keith discuss customer journey mapping with Valerie Peck, founder of Suite CX....