Customer Experience Archives

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

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, all by implementing a strategic client experience (CX) management program....

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....

13 Nov Why Smart Companies See Customer Experience as the Prime Differentiator, and How They Do It

Posted at 14:32h in Business, Differentiation 0 Comments

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. ...

15 May CX Pilots: Here We Come

Posted at 15:20h in Business 0 Comments

March 31st marked the end of our busy first chapter and the start of a new and exciting second chapter....

15 Feb What if Customer Experience was…just customer experience?

Posted at 15:04h in Business 0 Comments

What if customer experience was a more of a source of light, and less of a source of duty?...

09 Jan The Top CX Trends of 2016 & What To Focus On In 2017

Posted at 16:25h in Business 0 Comments

This past year will go down as being the year that laid the groundwork for customer experience in many customer centric companies....

22 Oct Misconceptions That Kill CX

Posted at 18:13h in Business 0 Comments

Don’t make Customer Experience an initiative within your company. This is based on the misconception that CX can be an adjunct to your core and buying into this lie can kill your CX...