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Stakeholder Resistance: Breaking Barriers to CX Buy-In

Stakeholder Resistance: Breaking Barriers to CX Buy-In

In this white paper, we present a process to break down barriers in creating a company-wide approach to customer experience through stakeholder management. We will first show the challenges in the current state and will introduce Prosci’s AKDAR change management model. Then we will show how to implement stakeholder management in your organization for a unified CX vision.

12 Big CX Ideas from Do B2B Better

12 Big CX Ideas from Do B2B Better

In 12 Big CX Ideas from Do B2B Better, Jim Tincher outlines main themes from the book that customer experience professionals can readily incorporate into their CX programs to initiate tangible growth within their organizations. With supplementary videos highlighting each theme, uncover the Change Maker actions that have led to CX success in top customer experience programs.

Change Management for CX Practitioners

Change Management for CX Practitioners

Jim Tincher outlines a CX-specific adaptation to Kotter’s eight-step change management framework to help CX practitioners utilize change management effectively to achieve and sustain attention-getting business goals.

CX Leader Journey Map

CX Leader Journey Map

This report shows the journey map and key insights from interviews with over two dozen CX leaders from North America and the UK to uncover critical moments for customer experience professionals as they seek to effect customer-centric change for their organizations.

One Singular Sensation: Designing Experiences for an Emotional North Star

One Singular Sensation: Designing Experiences for an Emotional North Star

From insurance to chemical manufacturing, Jim Tincher shares case studies of companies designing Customer Experiences towards an Emotional North Star.

Driving Change Through Journey Maps

Driving Change Through Journey Maps

This CX white paper snapshots the current state of journey mapping and shows what works and what doesn’t for customer journey mapping practitioners.

CX for Skeptics: Showing the ROI of CX

CX for Skeptics: Showing the ROI of CX

This white paper explores three possible ways you can link your CX program to business outcomes in terms that will impress the C-suite: End-to-End CX Impact; Behavioral or Operational CX Impact; and Journey CX Impact.

Stay updated with our insights.

Stay updated with our insights.