CX Transformation 7

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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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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CX Strategic Alignment in the Real World

Blog Post / Ed Murphy

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CX Strategic Alignment in the Real World

Case Study / Ed Murphy

CX Strategic Alignment in the Real World Read More »

How Ed Murphy 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? 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

Article / Ed Murphy

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

Article / Ed Murphy

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?

Article / Ed Murphy

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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CX Transformation

Can Global Shared Services and Customer Experience Co-exist?

Change vs. Transformation

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

How Stephen Cannon Made Their Mark

CX Strategic Alignment in the Real World

CX Strategic Alignment in the Real World

How Ed Murphy Made Their Mark

CULTIVATING A GROWTH MINDSET

WHAT IT TAKES TO LEAD CX TRANSFORMATION

What’s Your Customer Engagement Score?

High Impact.

High Reward.