Memory Makers – The Role of CX
Memory Makers – The Role of CX Read More »
In a previous article, “CX – It Takes a Village,” we addressed five common obstacles to CX success: lack of ownership, support, and resources; organizational siloes; CX not seen as transformational; a one size fits all approach; and lack of connection to business outcomes. Another common pitfall of CX programs occurs when companies devote most of
Inspire Employees to Embrace Change Read More »
“The right customer is right, and many customers are taking advantage in ways that are very much not right. Running a business with such over-sweeping statements is not only unhealthy and unprofitable, it creates significant pressure on employees who are forced to chase such generalized clichés that are disconnected from their reality. As such, they
The RIGHT Customer Is ALWAYS Right Read More »
The recent PWC report “Experience is everything: Here’s how to get it right” validates many of the principles leading global CX authority Lior Arussy has consistently expressed long before others spoke about them. Almost a decade ago we used to joke and say, “A fool with a tool is still a fool.” In most cases
Technology: Experience Super Drug? Or Placebo? Read More »
I am going to make this a short article. Because any truth that is too long and complex is suspiciously hiding something. A recent Wall street journal article At Ford, Quality Is Now Problem 1 described the major fall for a company that for two decades declared Quality Job #1. The new leader for quality
The Simplest, Undeniable Truth About CX Success Read More »
Quiet quitting has been making headlines for the past few weeks, it’s the latest buzz word for a problem that companies have always faced – lack of employee engagement. Gallup recently reported an uptick in employee disengagement, with 50% being Disengaged and 18% Actively Disengaged. It is not surprising that there is an uptick. However,
Quiet Quitting – The Chicken or The Egg? Read More »
We have all heard the proverb “It takes a village to raise a child.” It means that an entire community of people must provide for and interact positively with children for those children to experience and grow in a safe and healthy environment. The same holds true for customer experience programs—it takes an entire organization
CX – It Takes a Village Read More »