CX initiative Archives

09 Oct Client Empathy Training is Broken, Let’s Fix It

Posted at 05:27h in Business, CEO, Client Experience, Culture, CX Program Management, Differentiation, Empathy, Leadership, Professional Services, Workshops/Training 0 Comments

Client empathy training ought to be where co-workers learn to make amazing client communication first nature and deepen their connection to everyone else in the organization...

03 Oct CEOs, Here’s Why Your Company is Going to Struggle With CX

Posted at 09:48h in AEC, Business, CEO, Client Experience, CX Program Management, Leadership, Professional Services 0 Comments

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?...

03 Oct A Candid Case for Marketing Managers Leading CX in A/E/C

Posted at 09:30h in AEC, Business, Client Experience, CX Program Management, Differentiation, Marketing, Professional Services 0 Comments

Marketing Managers in architecture, engineering, and construction firms ought to be leading CX (client experience) initiatives. Regardless of unique firm characteristics, the same truths and objectives play themselves out every time; Marketing Managers in AEC are perhaps the most under-utilized talent in AEC firms. ...

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....