27 02, 2015

The Assassination of Customer Experience by the Coward Silo Strategies

By |2017-11-23T03:30:24+00:00February 27th, 2015|Categories: Customer Strategies|0 Comments

Customer experience (or Cx) continues to receive a lot of attention from technology vendors, event organizers, and customer strategy and operations practitioners. For the latter, the interest stems from what customer experience metrics reveal to their company and the way Cx supports customer economics (i.e. a 1.2 increase in positive customer experience results in x dollars [...]

14 02, 2015

Like Bruce Lee said… Keep Cx Simple (sort of)

By |2017-11-23T03:30:24+00:00February 14th, 2015|Categories: Customer Strategies|0 Comments

It amazes me that Customer Experience (or Cx – because we have to give everything a cool acronym) did not stick sooner than it did. It’s simplicity is brilliant and puzzling at the same time. Let me give you an example. I heard the Vice President of Customer Service & Sales Operations for one of America’s [...]

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