Operations Archives

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

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 Betting on CX

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

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 1 Comment

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

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

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