Client Journey Mapping is commonly done with a lack of concrete and actionable foresight about what the firm wants to gain from the exercise. We plan your journey mapping with an abundance of forethought...
An AE firm captured $8.5 million in trapped client revenue, lowered it’s cost of client acquisition, dramatically improved its employee engagement rate, stabilized its proposal/win rate and created an employment brand that has virtually eliminated its recruitment challenges...
A thought experiment for CEOs pondering CX. Suppose for a few minutes that you were either: a) open to managing your company’s customer experience; or b) open to improving the way it’s currently being managed. What do you suppose your smartest first step ought to be?...
This story is a sort of parable about one of the companies we’ve consulted with, intended to provide some insights about understanding whether your organization’s culture is ready to embrace CX, and if it’s not, identifying red flags and overcoming them....
CX is emerging as a team sport with an offensive and defensive playbook. Some firms are focused on systematically improving both their offense and defense while others aren’t yet investing at all....
Executives that have been tasked with any size or shape of CX implementation understand that ignoring CX is no longer an option...
A short-cut to help C-level executives inject more value into their CX management programs through value driver analysis. ...
Uncertainty in approach to Customer Experience program management causes the insurmountable obstacles....
