Operations Archives

29 Feb Is Your Firm’s Journey Mapping Outcome-Oriented?

Posted at 06:33h in Business, Client Experience, Journey Mapping, Operations, Tools/Resources 0 Comments

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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...

05 Jan Underperforming CX in AEC Firms Costs Millions—But Not in the Way You Think

Posted at 17:45h in AEC, Business, CEO, Client Experience, Culture, CX Program Management, Operations, Professional Services 0 Comments

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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...

05 Jan CX and Content Feed Each Other. Here’s the 900% ROI Proof.

Posted at 17:07h in Business, CEO, Client Experience, Content, CX Program Management, Differentiation, Leadership, Marketing, Operations, Professional Services 0 Comments

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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?...

16 May These Red Flags Will Kill Your CX

Posted at 07:04h in Client Experience, Culture, CX Program Management, Operations, Professional Services 0 Comments

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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....

15 Oct Is Your Firm Betting on CX?

Posted at 12:51h in Client Experience, Culture, CX Program Management, Operations, Professional Services 0 Comments

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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....

30 Aug Is Your CX Transformation a Culture-Obsessed Quantum Change or a Hologram?

Posted at 08:07h in Client Experience, Culture, CX Program Management, Operations 2 Comments

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Executives that have been tasked with any size or shape of CX implementation understand that ignoring CX is no longer an option...

10 Jul CX Value Drivers — CX Management’s Gas Pedal

Posted at 12:56h in Business, Client Experience, CX Program Management, Differentiation, Operations, Professional Services 0 Comments

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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

Posted at 08:17h in Business, CX Program Management, Operations 0 Comments

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Uncertainty in approach to Customer Experience program management causes the insurmountable obstacles....