How to be a CXO. A CX leader's user manual for making CX successful in any company....
The scary reality is, many B2B companies (especially professional services firms) unknowingly use the same approach as an online retailer or a car dealership or a mid-market hotel chain....
Client Journey Mapping is commonly done with a lack of concrete and actionable foresight about what the firm wants to gain from the exercise. We plan your journey mapping with an abundance of forethought...
A customer experience investment and funding calculator tool to establish firm CX investment. ...
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...
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?...
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....
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....
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....
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....
