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....
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 Is Your Firm 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?
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
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....