CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

CX Journey

JUNE 17, 2019

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Culture 83

Culture Company Customer Centricity Travel 83

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Study Metrics 52

C Space

MARCH 12, 2020

The bigger risk is that the customers you lose may never return, limiting your future growth potential. She envisions a near future where the relationships companies form with customers play as vital a role in organizational operations and decision-making as big data and sales results. Jessica DeVlieger. President, C Space Americas.

Tourism 59

Tourism Travel Sales Government 59

C Space

SEPTEMBER 11, 2019

In the face of rapidly shifting customer expectations, it can be hard for brands to maintain relevance. Charles Trevail, CEO of C Space and Interbrand, delves into the recent changes in consumer behavior, and why, because of these changes, brands have more room to play than ever before. Being a customer is emotional.

Brands 40

Brands Competitive Advantage Customer Centricity Consumers 40