09 Jan How Much Should Your Firm Be Investing in CX?
A customer experience investment and funding calculator tool to establish firm CX investment. ...
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....
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 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?...
30 Dec FREE DOWNLOAD: 2020 ANNUAL BULLET JOURNAL/PLANNER FOR CX LEADERS
CX Leader's 2020 Bullet Journal/Annual Planner. Designed to be printed and used by CX Leaders in charge of firm's client experience objectives....
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 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....
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