The Guide to an Unprecedented Customer Experience – Part II
For many, reconfiguring a company to become a Customer Experience leader can be a two-, three- or four-year journey. They think the reason it takes so long is that, quite often, you need to work across functions, geographies, and customer segments. Fortunately, it may not take that long. You need to start with a place […]
The guide to unprecedented Customer Experience – Part I
Companies that create exceptional customer experiences can set themselves apart from their competitors. What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be […]
What if a company doesn’t have the executioners needed to achieve the goal? “What If” Series
This information is about the executioners of what is needed to achieve sustainable business success. Leadership and strategy can be considered the executioners of the needed actions to achieve sustainable business success because they translate vision into reality through coordinated efforts and practical steps. Here’s how: Leadership as an Executioner Inspiring Action: Leaders inspire and motivate […]
5 Focus Areas to Deliver the Greatest Customer Experience
As disruptive technologies and rapid market changes reshape entire industries, leading companies are turning to customer experience for a competitive advantage. Nowadays it is an imperative to implement a data-science-based methodology to improve customer experience by identifying, quantifying, and prioritizing customer experience gaps and opportunities. With the necessary combination of qualitative and quantitative customer understanding, […]