Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Smith+co CX

JANUARY 21, 2016

I know I don’t just speak for myself when I say it’s good to see the back of those sleep-inducing articles that start with “Five predictions for 2016” and “2016 the year of the blah blah blah”. How to digitalise your digital digits in the digital year of 2016”. Oh pull the other one. But the rules of business will never change.

Social Media 28

Social Media Advertising Brand Values Brands 28

Optimove

SEPTEMBER 8, 2019

An era where individuals and groups must embrace change in order to thrive. Three years ago, I began receiving internal feedback on our brand and its maturity. But the feedback kept on coming, and eventually it hit me – yes, the brand is memorable, it has its equity, but it no longer represents Optimove’s positioning.

Innovation 75

Innovation Brands Brand Values System 75

Magellan Solutions

AUGUST 31, 2022

Instead of depending just on the outsourced team’s brand value, evaluate their skills. Banking companies in the larger RBS Group were among those impacted. In order to modernize its website and mobile apps, Hertz recruited Accenture in 2016. TAKE NOTE: . Ensure developers have access to realistic deadlines.

Examples 75

Examples Case Study How To Banking 75