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Change Management for CX Practitioners

Change Management for CX Practitioners

Jim Tincher outlines a CX-specific adaptation to Kotter’s eight-step change management framework to help CX practitioners utilize change management effectively to achieve and sustain attention-getting business goals.

CX for Skeptics: Showing the ROI of CX

CX for Skeptics: Showing the ROI of CX

This white paper explores three possible ways you can link your CX program to business outcomes in terms that will impress the C-suite: End-to-End CX Impact; Behavioral or Operational CX Impact; and Journey CX Impact.

CX Leader Journey Map

CX Leader Journey Map

This report shows the journey map and key insights from interviews with over two dozen CX leaders from North America and the UK to uncover critical moments for customer experience professionals as they seek to effect customer-centric change for their organizations.

One Singular Sensation: Designing Experiences for an Emotional North Star

One Singular Sensation: Designing Experiences for an Emotional North Star

From insurance to chemical manufacturing, Jim Tincher shares case studies of companies designing Customer Experiences towards an Emotional North Star.

Driving Change Through Journey Maps

Driving Change Through Journey Maps

This CX white paper snapshots the current state of journey mapping and shows what works and what doesn’t for customer journey mapping practitioners.

Stay updated with our insights.

Stay updated with our insights.