Entries by Jim Tincher

Your Next CX Hire…Shouldn’t Be a CX Hire

As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact. We’ve documented the top items a few times in the past: linking everything to business value, understanding the technology and data, measuring and improving emotions, and using […]

CX Needs Change Management

You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. But actually improving the experience is hard. […]

A New Era for Journey Orchestration

Journey orchestration is the ability to deliberately create individual journeys for customers based on your data, sending the right messages at the right time to the right customer. Platforms from Salesforce, Adobe, and others incorporate this capability into their platforms, and third-party offerings from Thunderhead, Kitewheel, Usermind, and Pointillist work across systems, without having to […]

Is the Net Promoter Score Really So Bad?

So, Gartner predicted that, by 2025, 75% of companies will stop using NPS to measure their customer support program. I’m calling BS. Now, I am a bit jealous, because it’s great click bait. I can just picture the folks at Gartner sitting around, thinking, “Wow – Forrester got a lot of interest when they predicted […]