CX Management 6 - ImprintCX

Can Global Shared Services and Customer Experience Co-exist?

Global Shared Services (GSS) teams do not have customers in the traditional sense. Still, the Business Units (BUs) they serve have the same expectations as conventional B2B customers: effortless and consistently excellent experiences that allow them to focus more on the customer and provide increased value. However, in the rapidly changing business environment, the original […]

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Ever hear of the Region Beta Paradox?

Blog Post / Ed Murphy

Ever hear of the Region Beta Paradox? Read More »

Change vs. Transformation

Blog Post / Ed Murphy

Change vs. Transformation Read More »

Have you heard of the 1 X 10 X 100 Rule?

Blog Post / Ed Murphy

Have you heard of the 1 X 10 X 100 Rule? Read More »

How Stephen Cannon Made Their Mark

How They Made Their Mark / Beth Karawan

Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know One of my favorite phrases is “Culture eats strategy for breakfast.” Culture is so important to achieving business outcomes. It doesn’t matter what the business

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Brand Management: What’s Customer Experience Got to Do with it?

Article / Beth Karawan

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. — Beth Karawan, Co-founder & EVP, ImprintCX As it turns out, everything! If the ultimate objective is profitability — and the purpose of marketing is to influence customers to take action that

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DO YOU STILL NEED SALESPEOPLE?

Article / Lior Arussy

Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. This is the new reality, and for many, it can be a daunting prospect. The auto industry has navigated this terrain for over a decade, with customers armed with VIN (vehicle identification numbers) costs, ready to assert

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How Clare White CXAD (dip) Made Their Mark

How They Made Their Mark / Beth Karawan

Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know? As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the

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It’s No Longer Your Story: Why Marketing Needs A Dramatic Makeover

Article / Lior Arussy

To win customers in this new world, brands have to learn to become part of the customer’s story, rather than the other way around. Here are some steps to become a story inspirer. When I notified them that they compete with drug dealers and not with other teams in the UK premier league, they almost

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