I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all interactions between customers and your […]
A while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year. When CustomerThink reposted my thoughts on this, it generated a great conversation, with Sampson Lee, Shep Hyken, Lynn Hunsaker, Harley Manning, Bob Thompson, and others weighing in in the comments section. One issue that came up repeatedly was why CX Pros don’t tie into business results. Here’s my take in a nutshell (see the […]
If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives. Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs […]
I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown away by his remarks. I reached out for an interview because I wanted to share with a broader audience his thoughts on what it’s like to drive change within a […]
Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of your business, and it’s unlikely she sees a direct link between your survey scores and the measurements she follows. Meanwhile, your CEO is focused on your customers, but that doesn’t mean he cares about your surveys, either. As one […]
I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day, we shared the literal voice of the customer, collected through 46 video interviews with customers. These video interviews shared the power of when the customer experience goes right, as well as the ramifications of when it goes […]
My wife forwarded me an email from Google. It showed her everywhere she had visited in the last month, which creeped her out. So she removed all the tracking she could from her phone. It didn’t work – she received a similar email the following month. I received a similar email (see a part of […]
Over the years I’ve had the opportunity to interview dozens of CX leaders, and still more as we wrote our book. Combining that knowledge with some of the industry research, such as CustomerThink’s report on winning CX programs, we’ve identified three traits that separate the best customer experience leaders from the rest. For too many, […]
I ran across a friend of mine on Tuesday who read my last post Is Your Customer Experience Program Making Your Customer Experience Worse? and she asked me, “Whatever happened?” Did you get your books? One of the most basic rules of story-telling is that you have to finish your story! Which I didn’t. So, […]
I attended Medallia’s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured many pages of notes, four findings really stuck out to me: There is no one “right” metric. Despite having NPS inventor Fred Reichheld speak the first day, participants used a […]
