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....
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....