Operations Archives

02 Dec 15 Dimensions of Customer Experience Management

Posted at 13:00h in Business, Client Experience, Culture, CX Governance, CX Program Management, CX Solutions, Leadership, Operations, Tools/Resources 0 Comments

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There are many factors to consider in driving any company toward deeper customer obsession. Following are the 15 dimensions we use to manage CX management programs....

25 Nov Seven CX Obstructionists and How to Deal with Them

Posted at 11:18h in Business, Client Experience, Culture, CX Program Management, Leadership, Operations, Tools/Resources 0 Comments

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The top seven obstructions that put your CX initiative in peril and what to do about them....

15 Oct How Will A Customer Experience Specialist Benefit Your Company?

Posted at 13:57h in Business, Client Experience, CX Program Management, CX Solutions, Hiring CX Specialists, Journey Mapping, Operations 0 Comments

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Last month, I, as a Customer Experience specialist, had a rude wake up call from a home renovation project specialist. This past month I began renovating my basement. It’s big, it’s old, it’s trapped in the ‘70s. Long story short, I thought through my past experience I could do it...

29 Sep What is a CX Solution?

Posted at 12:40h in Business, Client Experience, CX Program Management, CX Solutions, Differentiation, Operations 0 Comments

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Let’s cut right to the chase. A CX solution is a remedy to a problem revolving around the experience a customer has had, has currently, or can have with a company. The clearest example is a CX Management Program. A CX Management Program is a solution to a company’s lack...

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 Category 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 Category 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 Category 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 Category 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...