Have you heard of the 1 X 10 X 100 Rule?
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CX Transformation
How Stephen Cannon Made Their Mark
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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How Ed Murphy Made Their Mark
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? Having been in consumer research for many years, I always value data and consumer insights. My 15 years in CX have taught me two key
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CULTIVATING A GROWTH MINDSET
With a growing need to demonstrate the value of CX, the adoption of a growth mindset and skills development for existing CX staff and champions should be a priority for every CX leader. Why CX leaders need a growth mindset A growth mindset is characterized by a desire for continuous learning, embracing challenges, and resilience
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WHAT IT TAKES TO LEAD CX TRANSFORMATION
Leading a customer-experience (CX) transformation requires a new mindset and a new way of operating. As a CX leader, you face the challenge of driving change across every function in the organization. You also have an opportunity to impact meaningful change as a thought leader who intersects with all the different functions within the business
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What’s Your Customer Engagement Score?
In his recent blog post, Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer, ImprintCX advisor Joseph Michelli explores the role customer engagement (as opposed to customer satisfaction) plays in predicting and driving repeat business and referrals. Customer Engagement Score (CES) is a measure often used to measure SaaS business success, but not widely used across
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Inspire Employees to Embrace Change
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
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